IT Support Specialist
5 days ago
Kaplan Australia is seeking a highly skilled IT Support Specialist to join our team. As an IT Support Specialist, you will be responsible for providing exceptional customer service and technical support to ensure the delivery of IT services within the business.
Key Responsibilities- Provide timely and effective Service Desk support to staff and students
- Escalate incidents to the appropriate internal and external teams when necessary
- Ensure that all Incidents, Service Requests and enquiries are logged in the Service Desk ticketing system
- Perform first-level Service Desk analysis, troubleshooting and attempt to fix-on-first, before escalation
- Create and maintain user access as required
- Research and prepare reports on ad-hoc topics as instructed
- Assist with IT projects as and when required
- Identify trends and advise peers and IT Operations Manager of recurring Incidents or user enquiries
- Discuss problems with peers to ensure the most appropriate solution and escalation path
- Promote the effective use of the Service Desk and other technology services
- Formal qualifications in computing or a business discipline with at least 3 years service desk experience, demonstrating excellent analysis and problem assessment skills
- Strong understanding, skills, and hands-on experience with PC hardware set-up and configuration, Office 365, Azure AD, Sharepoint Online, Exchange, Windows Server, SCCM, Cloud technologies (AWS/Azure), On-prem hardware (Servers, switching, routing), Zoom, Adobe suite, IP/Cloud telephony (New Voice Media), Citrix and virtual technologies, LAN/WAN environments, Vo IP and mobile telephony
- Strong customer service skills, incorporating excellent telephone manner, verbal and written communication skills
- Excellent organisational and time management skills, and the ability to work unsupervised
- Excellent documentation skills and attention to detail, maintenance of high-quality documentation
- Current knowledge of IT standards and emerging technologies
- Ability to carry out physical requirements of the role; lifting of boxes or moving of hardware (PCs and monitors) as required
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