IT Support Analyst

5 days ago

Gold Coast, Australia Technology People Australia Full time

As the Deskside Support Specialist, you would be responsible for the support and maintenance of ICT Desktop hardware and Level 2 escalations.

Start ASAP or within the next week, for a contract until end of April with the high chance of moving into a permanent role within that time.

**KEY REQUIREMENTS**:

- Track and handle all Level 1/2 incidents and changes as quickly as possible for resolution, and document solution steps in the related incident/change for long-term knowledge documentation.
- Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users.
- Recommend and implement helpful solutions, including offsite repair or replacement for remote users as needed.
- Provide deskside service levels by deploying, configuring, testing, maintaining, monitoring, and troubleshooting end-user workstations, network, printing, video conferencing, phones, and related hardware and software.
- Escalates critical problems to relevant vendor and support these teams in further problem investigation efforts.
- Identify recurring technical issues, proposing solutions to address the cause of those problems.
- Make informed decisions about the purchase and redistribution of IT-related assets, management gathers a detailed inventory of the Group's hardware, software, and network assets.
- Assists the team in providing, configuring, and off-boarding user computing devices according to service requests and SLAs, among other tasks.

**KEY SKILLS**:

- Deskside Support or Field Service support experience in a large corporate environment or manage service provider “MSP”, is highly desirable.
- Experience working with multiple teams across the organisation and vendors to resolve issues.
- Ability to work independently exercising initiative and judgement to carry out daily tasks
- Analytical thinking and the ability to understand complex problems quickly.
- Ability to effectively communicate issues and resolutions to all levels of the organisation

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