Service Desk Specialist

4 weeks ago

Sydney, New South Wales, Australia Fisher Investments Full time

Overview

Fisher Investments is seeking a skilled Service Desk Specialist to join our global technology department. As a key member of our team, you will provide in-depth desktop support to our employees, troubleshooting and resolving complex PC and network problems.

The Opportunity

As a Service Desk Specialist, you will be responsible for providing Tier 1 and Tier 2 support to end-users, performing installation, repair, and preventative maintenance of end-user software and hardware, and establishing network connectivity and hardware and software configuration.

Your Responsibilities

  • Provide technical support to end-users via phone, email, and in-person
  • Diagnose and resolve complex PC and network problems
  • Perform installation, repair, and preventative maintenance of end-user software and hardware
  • Establish network connectivity and hardware and software configuration
  • Support third-party software applications
  • Support mobile phones and tablets
  • Support A/V Equipment
  • Responsible for tracking, resolving, or escalating all incidents and requests in ServiceNow appropriately
  • Complete physical end-user inter- and intra-office relocation services
  • Responsible for software pushes and desktop imaging
  • Help develop and improve the Service Desk's efficiency and customer service rating
  • Orders equipment and services for employee business usage
  • On-call and after-hours support
  • Vendor Management

Your Qualifications

  • Bachelor's degree, technical certifications, or combination of education and hands-on experience required
  • 3-5 years' experience in IT and Infrastructure and Operations
  • A+ Certification
  • Expertise in Problem Management, Incident Management, Configuration Management, and the overall Information Technology Infrastructure Library (ITIL) framework
  • Familiarity with Data Centers and IDFs
  • Expertise in decision-making/troubleshooting
  • Excellent customer service skills required
  • Ability to work through requests of end-users

Why Fisher Investments Australia

Fisher Investments is a global investment management firm that puts clients' interests first. We provide clients with unique perspectives on investing and unmatched service. As a Service Desk Specialist, you will be part of a team that is dedicated to delivering exceptional customer service and supporting the growth of our business.

Benefits

  • 100% paid premiums for our top-tier supplemental healthcare plan (includes medical, dental, vision) for employees and their qualified dependents
  • Super contributions at the applicable superannuation guarantee percentage specified in superannuation legislation up to the maximum superannuation contribution base
  • 20 days of annual leave, in addition to 10 paid holidays
  • Employee Assistance Program and other emotional wellbeing services
  • $10,000* fertility, hormonal health, and family-forming benefit
  • A collaborative working environment that practises ongoing training, educational support, and employee appreciation events

*Employees residing outside of the US will be eligible for the $10,000 equivalent in their local currency.

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