Service Operations Technician

End User Desk side Support Service:

- Provide 1st, and 2nd level issue resolution and troubleshooting for end users, both onsite and remote users.
- Manage incoming Desk side Support Incidents & Service Requests via the ITSM Tool and provide high quality and conscientious support.
- Responsible to document all troubleshooting and resolution details on the ITSM Tool.
- Communicate to users the progress of enquiries and requests from receipt to closure.
- Follow Escalation Matrix Protocols on Large User Impact Issues to the appropriate support teams.
- Hardware Failures / Issues
- Troubleshoot VDI / Client Remote Desktop Performance Issues.
- Set-up, deploy and maintain end user hardware and software including:

- Set-up of New Starters onsite or remote i.e. computer/notebook set up, account set ups, physical rollout.
- First Level Telephony Support, including VM, Pin Resets & Name Changes
- Procurement of necessary hardware and software
- Receive and document hardware details (in/out) in the asset register - ITSM system
- Work with other teams during 'desk moves' and workstation re-shuffles'.
- Troubleshooting printer operations, supplies and maintenance
- Ensure software licensing processes are adhered to
- Disposal of redundant or superseded hardware
- Assist with setup of videoconferences as required
- Conduct ongoing maintenance including system and software upgrades for desktops and notebooks.
- Knowledge management - responsible to document / update / review.

**Other Duties as required**:

- Participate in BCP & DRP support as required.
- Third party / Vendors - Engagement & Assistance.
- Assist with IT audits and participate in change request processes as applicable.
- Flexible to work in shifts between the hours of 7AM - 6PM (Mon-Friday) with some occasional out of hours support if directed.
- Travel interstate to assist with support as directed

**POSITION CRITERIA**

**Capabilities & Behaviours**
- Proven ability in showing initiative, high level of customer service and displays a 'can do' attitude
- Excellent telephone manner coupled with sound problem solving and analytical skills
- Ability to work efficiently with a sense of urgency in an organised manner and able to prioritise tasks effectively.
- High level communication skills and ability to work autonomously and as part of a team
- Capacity, willingness and enthusiasm to learn new skills and continually improve current skills

**Knowledge & Experience**

**Essential**:

- Minimum 2+ years' experience in IT Operations or Service Desk.

**Desirable**:

- Any IT relevant short course qualifications

**Qualifications - desired.**
- Education, training and certification in Microsoft Server and Domain Technologies

(MCP - Microsoft Certified Professional) or MCTS (Microsoft Certified Technology Specialist) and/or relevant short course qualifications are essential.
- ITIL Foundation V3 Certified

**What we can offer you**:

- Our strong people-first culture
- Flexible/hybrid working to enhance your work/life balance
- Novated lease benefits and discounts
- 12 weeks Paid Parental leave and access to our Parents Portal
- Exempt Employee Share Plan
- Paid Income Protection Insurance under MMSG default Super plan
- Access to a broad range of learning and development programs
- Career break and volunteering leave
- Access to Employee Assistance Program and annual Flu vaccination
- Lifestyle Rewards program

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.