Advanced On-site Support Specialist

2 months ago


Sydney, New South Wales, Australia Fujitsu Full time

About Fujitsu Desktop Support Role

We are seeking an experienced IT professional to join our team as a Desktop Support Specialist. As a member of our support team, you will provide 2nd level support to a Federal Government customer, ensuring prompt resolution of Incidents and Service Requests.

Key Responsibilities

  • Provide high-level customer service throughout all communications with the end user.
  • Respond efficiently to all contacts in accordance with applicable Service Level Agreements, Operational Level Agreements, and Key Performance Indicators.
  • Continue to record into the standard service management software all activities performed as part of the management of all issues or queries worked on, up to and including closure.
  • Participate in team meetings to focus the team on key activities of improvement, achieving weekly performance targets.
  • Recommend improvements in processes where identified to the Desktop Team Leader, to support consistent and efficient delivery of business outcomes and reduce variances.

Requirements

  • Ability to provide Windows 7 and Windows 10 technical support.
  • Ability to provide thin and thick client end-user support.
  • Ability to provide remote support of software and hardware.
  • Demonstrated understanding of ITIL principles.
  • Ability to liaise with multiple vendors, customers, and stakeholders at a technical level.


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