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Service Desk Technician
2 weeks ago
Overview:
Delta Sierra Consulting is a leading WA based IT Services Company, specialising in cloud solutions and Managed Service offerings, looking to expand our Service Desk with additional staff.
The Service Desk Technician works on the DSC Service Desk within the Operations Department, and is responsible for first line support calls from Managed Service and other customers, as well as checking and responding to alerts and messages from the various monitoring and management systems in place. Additionally, the role includes some Service Delivery tasks (Such as report creation and pro-active management tasks as defined by the Managed Service Agreements) and occasional project work.
The position requires at least one years experience in a real world technical environment, supporting Small to Medium Enterprise (SME) customer solutions. As this is a predominantly customer facing role, good interpersonal skills are essential, along with a high standard of written English for documentation, service ticket creation and report writing. The ability to work well in a small team, often under pressure, whilst maintaining a good sense of humour, should also be considered essential attributes.
Essential Duties & Responsibilities:
- Ensure Managed Services customer SLA's are met, through daily check, monitoring of and responding to alerts and messages generated by the management systems.
- Incident Management of faults and customer service issues using the Service Desk ticketing system.
- Basic ("Level 1") remote support of Apple Mac desktop and Apple iOS devices.
- Basic ("Level 1") remote support of various desktop, server and networking technologies.
- Updating of system documentation and customer information in Office 365, ConnectWise and other support systems
- Create quarterly Managed Service Reports
- Obtain and maintain relevant industry certifications
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Escalation to senior technical staff as required, whilst maintaining customer communications and incident tracking responsibility.
- Run the Service Board and be responsible for service ticket escalations and closures.
Required Skills:
The following are the core skills required by all Service Desk Technicians, to at least a basic standard:
- Excellent interpersonal skills and telephone manner
- Good documentation skills
- Attention to detail
- Ability to multi-task and adapt to changes quickly
- Familiarisation of helpdesk systems and practices
- Good working knowledge of Windows 10/11 and Apple Macintosh desktop OS's
- Basic working knowledge of Android/Apple iOS device OS's
- Good working knowledge of Microsoft 365 and associated technologies, including user provisioning and licensing
- Microsoft Windows Workstation & Server
- Microsoft Active Directory (and associated technologies such as GPO, etc.)
- Basic working knowledge of core Infrastructure (DNS, DHCP, etc.)
- Basic general knowledge of IP Networking
- Working knowledge of one or more backup products (Veeam, Arcserve, etc.)
- Ability to troubleshoot problems efficiently and remotely
Desirable Certifications:
The following certifications are required, and will form a subset of KPI's for the role if not already held:
- Microsoft 365 Fundamentals OR
- Microsoft 365 Certified: Endpoint Administrator Associate
