Senior Technical Support Specialist
1 month ago
The primary objective of this position is to provide technical leadership to the Service Desk Team and act as the experienced senior technical face of Service Desk to the entire organisation. This includes supporting desktop environments through hardware deployment, software deployment, troubleshooting, user support, and user profile management. This position is responsible for creating and managing users within the network, as well as ensuring computing equipment is continuing to support our staff to do their best work.
Key Responsibilities
- Provision of 1st and 2nd level support as part of a Service Desk team to staff across the entire organisation.
- Act as a technical escalation point for the Service Desk Team.
- Provide exemplary Service for LiveBetter staff and lead by example for the Service Desk team.
- Management of critical Technology incidents, as per Critical Incident Procedure, keeping the staff informed until resolution.
- Provide technical subject matter expertise, leadership, and guidance to the Service Desk Team and staff.
- Deployment of new PCs, Laptops, mobiles, tablets, and smart technology across the organisation.
About You
We are looking for an experienced and motivated ICT professional who has a sound level of technical ability. You will need to be proactive and passionate about providing outstanding support to ensure the ICT needs of our organisation are met.
To be successful in this role, you will need to have:
- Relevant industry certifications (Microsoft, CompTIA, Cisco) or tertiary qualifications in Information Systems, Data Analytics, or Business Management.
- Minimum 5 years' commercial service desk experience providing 1st and 2nd level support.
- Demonstrated extensive knowledge and experience in a vast array of Technology Services applications, systems, and processes.
- Experience in Critical Incident Management.
- Demonstrated ability to manage own workload within a service desk environment as part of a high-performing team.
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