Level 1/2 - IT Desktop Technician

7 days ago

Lindfield, Australia Your IT Desk Full time

Daily responsibilities:

- Respond to Service Desk requests and ensure that service requests are logged, tracked and resolved within the customer Service Level Agreement deadlines.
- Provide 1st and 2nd level phone support services, liaise with staff from all levels to resolve Service requests and escalate requests to 3rd level support as required to meet Service Level Agreement deadlines.
- Ensure that all actions to resolve issues are logged.
- Manage the escalation of service requests to external third parties when required.
- Interact positively with customers to set and meet their expectations and timeframes.
- Provide technical training to staff when required and serve as a technical mentor.
- Ensure that technical service desk procedures and guidelines are current and followed.
- Request quotes for sales opportunities that the Service Desk identifies.
- Interact positively with customers to set and meet their expectations and timeframes.
- Resolve all Service Desk complaints as soon as possible.
Required experience:

- 3 years of experience on an IT service desk using troubleshooting and research tools, including help desk management systems
- experience with Microsoft/Windows environments, including Windows 10, and Windows Server, Exchange, and Active Directory, as well as VMware
- high level knowledge of Microsoft Office products, including Office 365
- demonstrated understanding of LAN and WAN infrastructures
- experience resolving network, desktop and server issues and detailed recording of actions
- experience dealing directly with customers
- experience working with antivirus products, especially Kaspersky
- experience with LabTech is an advantage

**Key competencies**:

- formal qualifications in Information Technology or Computer Science from a university or TAFE
- Information Technology Infrastructure Library (ITIL) certification
- customer service - seeks to understand customer expectations and responds to their needs
- leadership - able to lead a team and grow their skills
- organisational skills - able to prioritise and plan multiple activities and meet objectives within established timelines; seeks out and finds better ways to do things
- communication - excellent written and verbal communication skills - fluent in English with an excellent phone manner
- listening skills - understands the meaning and the intent of the communication and responds accordingly
- attention to detail - good at asking questions different ways; double checks work as a manner of habit; records specific response actions
- resilience - ‘stays the course’; is not put off by barriers and pursues tasks to

resolution
- integrity - maintains organisation standards and values and honours commitments

**Applicant must have successful Police Check**

**Salary is up to $gross** (depending on qualifications)**.**

**Job Types**: Permanent, Full-time

**Salary**: $55,000.00 - $70,000.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Lindfield, NSW: Reliably commute or planning to relocate before starting work (preferred)

Work Authorisation:

- Australia (preferred)

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