IT Service Delivery Specialist

4 weeks ago


Melbourne, Australia Aggreko Generator Rentals Full time

At Aggreko, we provide energy solutions so communities can thrive and businesses can grow. We bring power, heat and cooling to customers and communities wherever they need it.

We are hiring immediately for Regional IT Analyst based in Melbourne.

Responsible for providing first and second line user and infrastructure support as part of a regional team, serving AUSPAC, Asia and the Middle East. This will involve end user support, hardware configuration and fulfilment, remote and on-site support; working in collaboration with specialist teams globally to deliver service to our business colleagues.

The role is based at our regional head office in Braeside, Melbourne where you will provide a mix of on-site and remote support in collaboration with regional and overseas colleagues.

As a wider global technology team, we deliver end user computing, on-prremise and cloud compute services, applications, operations technology, security and business intelligence. Working in the regional role you will help ensure those services are accessible, available; and well supported. Our business users work in demanding places for clients with high expectations.

Detailed description:

Responsibilities

  • Technical support to end users, troubleshooting and resolving end user hardware and software issues including desktops, laptops, printers, basic networking and mobile devices.
  • Install, configure, and maintain computer systems and peripherals.
  • Collaborate with 24x7 Service Desk, regional colleagues and specialist teams overseas.
  • Assist in the implementation and maintenance of IT policies and operating procedures.
  • Document and maintain accurate records including incident, request, change, inventory and procedural information.
  • Procurement and deployment of IT equipment and software.
  • Business partnership with key functions to ensure service levels are sustained and customer experience is improved.
  • Manage triage of Incidents & Requests, working as part of a regional team in time zone.

Key performance indicators

  • Service Levels (Response time, resolution time, fulfilment time, quality, customer satisfaction metrics)
  • Goals & Objectives as agreed with line manager
  • Business performance

What we’re looking for

  • You care about end user experience, business performance and can demonstrate high levels of self-accountability
  • Experience working with Microsoft technologies including 365, AD, MIM and InTune.
  • Proven experience in providing first and second line IT support and fulfilment of hardware.
  • Strong knowledge of MS Windows 10/11 operating systems.
  • Proficiency in problem solving techniques, troubleshooting hardware and software issues.
  • Familiarity with troubleshooting desktop and basic network problems
  • Experience in configuring and maintaining computer systems and peripherals.
  • Excellent communication and interpersonal skills with a strong customer service ethic.
  • Ability to work independently and as part of a team.
  • Strong problem-solving and analytical skills.
  • Knowledge of IT security principles and best practices.
  • ITIL qualified or can demonstrate a comprehensive understanding of the core principles
  • Experience with remote support tools and ticketing systems.
  • Willingness to travel occasionally to provide on-site support.
  • Bachelor's degree in Computer Science, Information Technology, or a related field or applicable industry experience.

#LI - HM1

About Aggreko

We welcome people from different backgrounds and cultures, and respect people’s unique skills, attitudes and experiences. We encourage everyone to be themselves at work because we know that’s how we do our best, for each other, for our customers, for the communities where we work, and for our careers.

Equal Opportunity Employer, including disability and veterans.



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