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Senior Desktop Support Analyst

1 month ago

Toowong, Australia Auto & General Full time

The Senior Desktop Support Analyst is responsible for providing Desktop Support services to users associated with operating installed hardware and software.

· Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.

· Maintaining accurate log entries of fault with resolution and contact details.

· Ensuring all hardware/software fulfilment, installations and routine upgrades are implemented according to Service Level and Quality targets and to agreed expectations.

· Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.

· Working on tasks as assigned by in large independently to quality outcomes without needing continual referral back to Team Leader.

· Providing an effective interface between users and service providers supplying all necessary diagnostic information according to procedures.

· Ensuring technical queries not progressing are escalated to the appropriate Teams and Management according to established procedures.

· Seek out opportunities and contribute to improve Desktop Support and Service Delivery practices.

· Participating in ongoing team training.

· Providing telephone, face to face, remote and onsite technical support to users regarding Desktop issues. 1. Other

· Perform other reasonable and relevant activities as requested from time to time to meet operational requirements.

· Maintain awareness, understanding and compliance with Company policies and procedures, including the completion of mandatory training.

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