IT Support Specialist

6 days ago

Perth, Western Australia Kaplan Australia Full time

Benefits and Perks

Kaplan Australia offers a comprehensive benefits package, including 26 days' annual leave, including one day for your birthday, to ensure a healthy work-life balance.

Contract Details

This is a maximum term contract based in Perth, providing flexibility to work from home and from the office each week.

Work Environment

We value a positive and supportive work environment, where teamwork and collaboration are encouraged.

Job Summary

The IT Support Specialist is responsible for delivering exceptional customer service and technical support to ensure the delivery of IT services within the business.

Key Responsibilities

  • Provide timely and effective technical support to staff and students through the Service Desk.
  • Evaluate and 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 resolve issues on the first attempt, 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.
  • Perform routine maintenance of all Kaplan PCs, laptops, printers, and other peripherals as per the schedule.
  • Comply with all company policies and procedures, including WHS legislation requirements.
  • Ensure, as far as is practicable, that the workplace, under your control, is safe and without risks to health.
  • Ensure calls and tickets are resolved/followed up in accordance with SLAs and customer expectations are managed.
  • Create and maintain documentation in the Service Desk knowledge base as required.

Requirements

  • Formal qualifications in computing or a business discipline with at least 3 years of service desk experience, demonstrating excellent analysis and problem assessment skills.
  • Strong understanding, skills, and hands-on experience with PC hardware setup 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, VoIP, 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.
  • Experience with Cisco/Meraki network infrastructure (Layer 2 Switching) is desirable.
  • Enthusiasm, with a willingness to learn and a desire for self-improvement.

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