End User Experience Support Professional

4 days ago

Melbourne, Victoria, Australia beBeeTechnical Full time $100,000 - $140,000
End User Experience Support Role

This is an exciting opportunity to join a skilled IT Operations team as a End User Experience Support Analyst. You will be delivering comprehensive IT support at critical regional sites and ensuring end-users receive prompt, professional assistance with their IT issues.

The primary objective of this role is to provide high-quality, professional IT support services to end-users. This includes troubleshooting and resolving hardware, software, and technical issues for local sites and regional locations.

Incident management is also a key responsibility, requiring ownership from start to finish, ensuring accurate updates and documentation within the IT Service Management (ITSM) tool. Equipment ownership is another important aspect, where you will act as the primary point of contact for IT equipment at responsible sites, assisting with management, maintenance, and updates of all hardware and software.

To enhance the end-user experience, proactive contribution to improving support strategies is essential. This involves timely and effective resolution of technical problems, ensuring that end-users receive the best possible service.

You will participate in IT projects, including infrastructure refreshes, software rollouts, and upgrades. Additionally, configuration and maintenance of operating systems, software applications, utilities, and service packs according to user requirements and organizational standards are required.

Software and hardware testing is also necessary, involving validation of new operating systems, software upgrades, and applications before production deployment. Lastly, creation and maintenance of IT support documentation and training materials for internal IT use and end-user reference are essential tasks.

  • Provide high-quality, professional IT support services to end-users.
  • Troubleshoot and resolve hardware, software, and technical issues for local sites and regional locations.
  • Take ownership of incidents from start to finish, ensuring accurate updates and documentation within the IT Service Management (ITSM) tool.
  • Act as the primary point of contact for IT equipment at responsible sites, assisting with management, maintenance, and updates of all hardware and software.
  • Contribute to enhancing the end-user experience through improved support strategies.
  • Participate in IT projects, including infrastructure refreshes, software rollouts, and upgrades.
  • Configure and maintain operating systems, software applications, utilities, and service packs according to user requirements and organizational standards.
  • Test and validate new operating systems, software upgrades, and applications before production deployment.
  • Create and maintain IT support documentation and training materials for internal IT use and end-user reference.

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