Service Desk Support Specialist
1 week ago
Job Title: Service Desk Support Specialist
Job Summary: Talent International is seeking an experienced Service Desk Support Specialist to join our client, a not-for-profit company based in Brisbane. The successful candidate will be responsible for delivering exceptional IT customer support to internal users across Australia, both in person and remotely.
Key Responsibilities:
- Deliver first- and second-line IT support to internal users, troubleshooting issues related to software, hardware, telephony, and network systems.
- Triage incoming requests by determining issue types, setting priority levels, and escalating issues to the appropriate technical teams when necessary.
- Manage and maintain the service desk ticketing system by ensuring accurate logging, tracking, and timely resolution of incidents and service requests.
- Perform user account administration, including account creations, decommissions, and role-based access control management.
- Install, configure, and maintain Windows-based systems, desktop hardware, and business-critical software in accordance with user needs and business requirements.
- Maintain stock and deploy mobile devices, including handsets and tablets, ensuring that mobile technology is available and functional for all users.
- Liaise with external suppliers and technical support agencies to resolve complex hardware and software issues.
- Develop and update system documentation, ensuring it reflects current system configurations and operational support procedures.
- Participate in rostered on-call duties to provide after-hours support for urgent incidents or system outages.
Requirements:
- Certificate-level qualifications in IT or a relevant field, with at least 1 year of experience, or a minimum of 3 years of experience in an operational IT support role.
- Demonstrated hands-on experience with core IT systems and technologies, including Active Directory, Microsoft Exchange, and IT service management tools.
- Proficient in Windows 10, Office 365, VMWare, and familiar with ITIL principles to maintain efficient, standardized processes for IT services.
- Exceptional problem-solving skills with the ability to perform root cause analysis and apply creative solutions to system issues.
- Strong interpersonal and communication skills, with the ability to engage both technical and non-technical stakeholders across all levels of the organization.
- Ability to manage multiple tasks simultaneously and work effectively both autonomously and in a team.
- Knowledge of Lan/WAN, VPN, and Satellite NBN connections (desirable but not mandatory).
- Must have a Working with Children Clearance (Blue Card, QLD) and a satisfactory National Criminal History Check.
- Unrestricted Driver's Licence to accommodate travel requirements between sites.
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