IT Support Specialist

1 month ago

Sydney, New South Wales, Australia Brookfield Asset Management Full time
About the Role

This role is a key part of the Technology Services team, responsible for ensuring that Brookfield Australia staff have access to a modern and reliable IT platform.

The Technical Support Specialist will provide a high level of technical IT support to staff, covering a wide range of services including PC, Mac, mobile devices, MFA, Video Conferencing, Software, Office 365 applications, and basic network support.

The successful candidate will have strong technical desktop support skills, excellent presentation and interpersonal skills, and the ability to work under pressure and drive solutions within tight timelines.

Responsibilities

  • Subject Matter Expert for all matters related to desktop IT computing (hardware, software, services).
  • Troubleshooting various IT technical issues relating to desktop hardware and software, mobile devices, printing, network connectivity, Windows, Office 365, OneDrive for Business, SharePoint, and other common desktop applications.
  • Managing workload through the IT Service Management toolset (creating, updating, and closing of incident tickets and service requests).
  • Ensuring all issues and escalations from staff are addressed in a timely fashion through effective follow-up, tracking, and adherence to SLAs.
  • Escalation of risks and issues as appropriate to Technology Services management team.
  • Manage own work to meet KPIs/SLAs, ensuring consistent and exceptional customer service is provided for stakeholders at all levels.
  • Updating and maintenance of IT system documentation as required.
  • Identifying areas for system or process improvement.
  • Assist TS and their partners with on-site support (new implementations, relocations, upgrades, resolution of incidents, etc.).
  • Tracking end-user systems and device inventory and ensuring the CMDB is up-to-date.
  • Educating stakeholders on the use of end-user computing hardware and software.

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