Senior Desktop Support

Sydney  ‐ Onsite
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Description

The Desktop support officer will be responsible for hands on, on-site level 2 & 3 Support. You will act as the most senior and final point of contact on a team of 7 Desktop Support officers. You will be responsible for taking and processing over 2,000 calls a month, managing 1,200 desktops across 100+ locations. Initial 6 month contract with excellent potential to go permanent. Serious opportunity to progress into a team lead position. $30-40/hour, depending on experience.

Responsibilities:

  • Lead and mentor the Desktop support team to develop their technical, analytical and troubleshooting skills;
  • Foster collaboration and teamwork to ensure team objectives are met;
  • Manage the daily operations of Technical Analyst Group including remote staff.
  • Manage overall helpdesk/desktop function to ensure SLA's are not only met but exceeded;
  • Distribute and prioritise support assignment;
  • Staff rostering to ensure TAG is adequately resourced.
  • Produce monthly reports on key metrics.
  • Perform regular Trend Analysis to identify recurring problems and reduce total incidents.
  • Provide guidance to interstate staff including performance management and conflict resolution.
  • Owns Incident Management process and drives Incident Management process improvements. Work closely with Group IT Operations Manager in critical situations.
  • Identifying and coordinating staff training requirements.
  • Take ownership and ensure successful delivery of desktop improvement initiatives;

Requirements:

  • TAFE qualification or university degree in computing
  • Microsoft certification(s) & ITIL foundation certification would be highly regarded
  • Minimum 2 years' experience 2nd level technical support in a corporate environment, supporting critical operations.
  • Experience supporting Windows 7 in a Domain environment
  • Understanding of networking and TCP/IP environments
  • Able to work in a team environment
  • Excellent communication skills and attention to detail
  • Great customer service attitude and excellent communication skills
  • Windows AD management (Server ) including group policies and login scripts;
  • Microsoft Exchange user management;
  • Microsoft Office experience;

If this role sounds like you, we look forward to hearing from you. To express your interest, please APPLY NOW or send your CV or call direct.

Start date
ASAP
Duration
6 months
From
Robert Walters - Sydney
Published at
13.08.2013
Project ID:
582468
Contract type
Freelance
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