Senior Desktop Support Specialist

1 week ago

Sydney, New South Wales, Australia beBeeSupport Full time $75,000 - $105,000
Job Description

This role is focused on providing technical support activities as part of service delivery provision and/or projects deployment. The successful candidate will respond to customer inquiries regarding the operation and malfunction of desktop equipment, and advise customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.

The job involves supporting desktops, infrastructure, and services across multiple technology streams including hardware, OS, software, networks, server, print, etc. Responsibilities include resolving incidents and SRs within agreed SLAs, following Fujitsu breach reporting process for any failed SLAs, asset refresh, relocation, deployment, and decommissioning while maintaining data integrity in the CMDB.

Maintenance and housekeeping of customers' physical infrastructure including desktop equipment, peripherals, telephony, print devices, and A/V equipment are also key responsibilities. Additionally, the successful candidate will manage customer expectations by keeping them updated as cases progress and notifying of any delays. They will also log and maintain all customer interactions and activities in the correct ITSM tool.

Required Skills and Qualifications

To be successful in this role, you will need experience troubleshooting and maintaining PCs in a Windows environment. You should also have experience with end-user technology support, Windows family of operating systems; XP and Windows 7 experience is advantageous. Strong customer-focused approach is essential, as is proven experience with desktop management tools, desktop, laptop, smart devices, and printer troubleshooting.

You should also have experience in troubleshooting software conflicts and performance issues, using desktop diagnostic tools and incident management tools. Problem management experience as leveraged by a desktop team is also necessary. Basic knowledge of the ITIL framework is required, as is a tertiary qualification in IT or equivalent (e.g., certification) in the technology industry.

Benefits

Working in this role provides the opportunity to work autonomously with minimal supervision and guidance, making it ideal for self-motivated individuals. As a successful candidate, you can expect a dynamic and challenging work environment that allows for personal and professional growth.

Others

Fujitsu WHS practices and policies must be followed at all times, and other work may be assigned by the Team Leader or Fujitsu management as required.

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