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Desktop Support Specialist

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Brisbane, Queensland, Australia beBeeTechnical Full time $65,000 - $95,000

We are seeking an experienced professional to provide technical support services as part of our service delivery and project deployment.

The successful candidate will have a strong customer-focused approach and proven experience with desktop management tools, troubleshooting desktops, laptops, smart devices, and printers, resolving software conflicts and performance issues, and proficiency with desktop diagnostic tools and incident management tools.

Responsibilities include:

  • Supporting desktop, infrastructure, and services across multiple technology streams including hardware, OS, software, networks, servers, and printing devices.
  • Responding to, resolving incidents and service requests within agreed SLAs, and following breach reporting processes for any failed SLAs.
  • Maintaining asset refresh, relocation, deployment, and decommissioning while maintaining data integrity within the CMDB.
  • Maintaining and housekeeping of customers' physical infrastructure, including desktop equipment, peripherals, telephony, print devices, and audio/visual conferencing equipment.
  • Managing customer expectations by providing regular updates and notifying delays.
  • Logging and maintaining all customer interactions and activities in the client ITSM tool.
  • Escalating operational issues promptly.
  • Accurately recording and submitting timesheets and project efforts as per company requirements.
  • Completing all required training on time.
  • Adhering to WHS practices, instructions, and policies as set by management.
  • Performing other duties as assigned by team leaders or management.

About You:

  • You should have experience troubleshooting and maintaining PCs in a Windows environment.
  • Experience with end-user technology support, including Windows XP, Windows 7, and other versions.
  • A strong customer-focused approach is essential.
  • Proven experience with desktop management tools.
  • Experience troubleshooting desktops, laptops, smart devices, and printers.
  • Experience resolving software conflicts and performance issues.
  • Proficiency with desktop diagnostic tools and incident management tools.
  • Experience in problem management within a desktop support context.
  • Basic knowledge of the ITIL framework.
  • Relevant tertiary qualification or certification in the IT industry.
  • Ability to work autonomously with minimal supervision.