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.