Service Desk Engineer

We are seeking a Service Desk Engineer, you will be expected to provide technical support to customers, addressing their IT-related issues and requests in a timely and efficient manner. This involves analysing, troubleshooting, and resolving problems related to hardware, software, networks, and applications, as well as providing guidance and training to users when necessary. Service Desk Engineer's should be adept at documenting customer interactions and problem-solving processes, using the Bridged Groups ticketing systems and knowledge bases to ensure accurate and efficient tracking of incidents and service requests. Additionally, the Service Desk Engineer should possess excellent communication skills, both verbal and written, to effectively communicate technical information to customers and colleagues alike. The Service Desk Engineer should be familiar with various technologies and platforms commonly used by customers, such as cloud computing, virtualization, and mobile devices. They should also be well-versed in industry-standard frameworks and methodologies, such as ITIL, to ensure consistent and quality service delivery. Overall, the key function of a Service Desk Engineer is to provide exceptional customer service and technical support, maintaining high levels of customer satisfaction while meeting service level agreements and other performance metrics. SPECIFIC RESPONSIBILITIES OF THE ROLE Provide technical support to customers, responding to incidents and service requests via phone, email, or chat in a timely and efficient manner. Analyse and troubleshoot technical problems related to hardware, software, networks, and applications, using Bridged Group diagnostic tools and techniques. Document customer interactions and technical solutions, ensuring accurate and detailed tracking of incidents and service requests using ticketing systems and knowledge bases. Escalate complex or unresolved issues to higher-level support teams or vendors, collaborating with colleagues to provide prompt and effective resolution to customers. Install, configure, and maintain computer hardware and software systems, including servers, desktops, laptops, and mobile devices as required. Provide guidance and training to users on various software applications and IT systems, ensuring that customers are knowledgeable and proficient in using the technology. Keep up‑to‑date with emerging technologies and trends in the IT industry, seeking opportunities to improve the company's service offerings and customer experience. Adhere to service level agreements (SLAs) and other performance metrics, ensuring that customer issues are resolved within established timeframes. Communicate effectively with customers and colleagues, using clear and concise language to explain technical information and solutions. Follow industry-standard frameworks and methodologies, such as ITIL, to ensure consistent and quality service delivery. PERFORMANCE INDICATORS First call resolution rate. Resolution rate by priority. SLA Compliance. Adherence to Company Values MANAGEMENT Collaborating with the Bridged Leadership Team to deliver outstanding customer experience. Accountability around successful service delivery – SLA achievement and high level of customer satisfaction and reporting metrics. Ability to coach fellow Engineers of Service Desk Team to ensure successful outcomes. Communicating across organisational boundaries – from helpdesk techs, engineers and senior management. ESSENTIAL SKILL SET Critical thinking Customer outcome focused Highly organised and must be able to work proactively under pressure Consulting background with customer centric focus and diplomatic approach Proactive & flexible with ability to make decisions DESIRED EDUCATION REQUIREMENTS Microsoft Certifications Networking Certification IT based Degree, diploma or equivalent ITIL training or worked in an ITIL environment POSITION SKILLS, KNOWLEDGE, AND ABILITY REQUIREMENTS Strong time management skills with the ability to manage various demands Must aspire to a culture of service excellence always putting the customer, our people and our business at the centre of everything they do Ability to work across all levels of the organisation to include upper management Confident and tenacious individual who understands the importance of task ownership and management. Must possess excellent customer service and telephony skills Must be commercially aware, able to identify and effectively communicate commercial opportunities Experience supporting LAN's, operating systems and desktop software Experience in the Microsoft product stack. Ability to manage Vendors on the client behalf Technical background ideally preferred but not required with Managed Services and IT outsourcing industry Must aspire to a culture of service excellence always putting the customer, our people and our business at the centre of everything they do Knowledge and understanding of end user requirements. Other Requirements Out of work hours and travel may be required Candidates must be available for on‑call rotation for after‑hours support requirements Australian permanent residency or citizenship is required for this position Required Skills & Experience Collaborate with stakeholders to align MDM strategies with business objectives. Minimum 2–3 years of Service Desk Engineer experience is required. Strong expertise with MDM platform Microsoft Intune. Minimum 1+ years of hands‑on experience with Microsoft Intune is required. Understanding of enterprise mobility security, device compliance, and management. Experience with iOS, Android, and Windows device management. Scripting skills (PowerShell, Python, or Bash) are a plus. Excellent problem‑solving, communication, and documentation skills. #J-18808-Ljbffr