IT Support Specialist
2 weeks ago
This role provides a friendly and efficient single point of contact for all colleagues.
- CUSTOMER SERVICE AND ENGAGEMENT
Provide first-level contact for users via phone, email, tech portal, and tech bar. Accurately record all interactions. Primary responsibility for interacting with customers, keeping them up to date with status and progress. Communicate planned changes to service levels. Articulate IT-related policies, processes, and standards.
- INCIDENT MANAGEMENT
Accurately log, classify, triage, and manage the lifecycle of all Incidents that affect IT services provided to customers. Classify and prioritise Incidents. Analyse Incidents to identify service restoration actions to be taken. Diagnose, investigate, and resolve Incidents relating to in-scope IT services as quickly as possible. Escalate Incidents to specialist support or external vendors, according to documented criteria. Detect and log possible Problems. Monitor the status and progress toward resolution of assigned Incidents, liaising between customers, other areas of Technology Services and external vendors.
- SERVICE REQUEST FULFILMENT
Accurately log, classify, triage, and manage the lifecycle of all Service Requests that affect IT services provided to customers. Fulfil Service Requests based on documented procedures. Monitor the status and progress toward fulfilment of assigned Service Requests, liaising between customers, other areas of Technology Services and external vendors. Record Keeping, Knowledgebase and Configuration Management Update and maintain accurate records in the service desk software. Update the configuration database (CMDB) as an integral and ongoing part of dealing with Incidents and Service Requests. Update and refine documented processes and procedures as part of ongoing continuous improvement. Accurately document Incident and Service Request resolutions and add to the Knowledgebase.
Requirements- 2+ years of IT service desk experience (or in a similar customer service role)
- Knowledge and understanding of ITIL processes including Incident, Service Request, Problem and Change Management
- Technical knowledge, understanding and ability to troubleshoot user-facing aspects of Windows desktop environment and Microsoft Office 365 Microsoft Active Directory Azure ADMicrosoft ExchangeMicrosoft Teams and SharePointW365IP telephony and video conferencingBasic networking and IT securityMobile device managementWide range of business applicationsAbility to engage with both non-technical and technical users; ability to clearly explain and articulateExcellent clear and concise written communication skills.Strong problem-solving and analytical skills.Dedication to excellent customer service
AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex. We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.
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