Desktop Support

vor 1 Tag

Sydney, Österreich Delivery Centric Pty Ltd Vollzeit

Position: Desktop/ Channel SupportLocation: Sydney, Australia
About the RoleWe are seeking a skilled and proactive Desktop Support Engineer to join our team in Sydney.
This role involves providing exceptional technical support, primarily focused on networking and system issues.
The ideal candidate will have a strong background in desktop support and be immediately available to start.
Key Responsibilities:

Serve as the first point of contact for users seeking technical assistance with a focus on E2E incident management
Perform troubleshooting through diagnostic techniques and pertinent questions in order to determine the best solution/course of action based on the issue and details provided by customers
Walk customers through the problem-solving process and direct unresolved issues to second level resolver groups
Work with the Service Desk Manager to ensure adherence to all contracted Services, reporting and associated SLA's for your delivery team
Work with the Service Desk Manager to regularly review services to ensure that they deliver to the contracted levels and maintain relevancy to the client, while complying with all relevant Service Delivery policies/procedures
Analyse calls/emails to provide insight on procedural/technical trends, issues and knowledge gaps
Work on incident/phone queues as well as any other responsibilities and tasks assigned by the manager as required to ensure Service Delivery
Act as a point of escalation for urgent/sensitive issues raised by stakeholders ensuring the relevant parties are engaged in a timely fashion
Demonstrate thorough, timely and appropriate actions so that any event has been resolved to the client's reasonable satisfaction
Constantly asses and ensure that appropriate groups are working on resolving all Incidents in a timely and resource efficient manner
Contribute to the maintenance of support/process/training/knowledge documentation for your delivery areas
Take part in regular Quality Assurance reviews with a focus on continual self-improvement
Continually adhere to relevant KPI's outlined by the Service Desk Manager and take necessary action to ensure identified performance gaps are resolved
Identify and suggest potential improvements in tools and processes

Desired experience and skills:

Proven experience as a service desk analyst or other customer support role, preferably in an enterprise level environment
Ability to work efficiently under pressure in an ever evolving environment with a large spectrum of products within support scope
Certified or experienced in ITIL aligned environments and best practices
Experienced in the use of an ITSM tool to raise and resolve cases, preferably Service Now
Tech literate with the ability to quickly become proficient in multiple software platforms and tools
Good understanding of computer systems, mobile/network devices, printers and other hardware
Ability to diagnose and resolve basic technical issues
Strong verbal and written communication skills
Customer-focused and professional approach to service delivery
Ability and willingness to work on a rotating roster including weekends

About Us:
We are Delivery Centric, a dynamic technology company that is transforming the delivery of cloud implementations and Cyber security.
We are headquartered in Australia with a global presence.
We are tenacious, future-thinking, and highly driven to achieve an ambitious vision to be the leading global provider of innovative technologies for companies that keep our world clean, safe, and secure.
Our fast-paced and supportive environment will offer you lots of benefits, including a competitive salary, a friendly team, a healthy work environment, and opportunities for training and development
Why work with us?
Work with diverse technologies, projects, clients and industries.
Spend your days in a creative and innovative environment.
Share experience and knowledge as part of an agile and dynamic team

APPLY NOW or share your resume to ******
Job Type: Full-time
Application Question(s):
Please do mention your notice period

Work Authorisation:
Australia (Required)

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