it service desk in sydney cbd

posted
job type
contract
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job details

posted
location
sydney cbd, new south wales
job category
IT & ICT
job type
contract
working hours
Full-Time
experience
3 years
reference number
90M0367409_1542320750
phone
00 00
apply now

job description

About Us

Our Philosophy is to deliver creative and tailored financial solutions to our customers around the globe. We are determined to be different and to disrupt the model of traditional lending. We enable and empower our people to build lifetime relationships of value and opportunity that benefit you, our colleagues, customers and shareholders.

About the Role

The purpose of this role is to provide technical support to users with a focus on delivering excellent customer service. This role is pivotal and is seen as the front line support to solve technical problems and provide support for all assigned areas.

What types of things will I do in this role?

This role is responsible for:

  • Log and track all reported Incidents and Requests, escalating where applicable via Service Now.
  • Manage Incidents towards resolutions within SLA.
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Broadcast Outage and Resolution Notifications to Users and/or Business.
  • Provide after hours and weekend support as per rotating roster and maintain timesheets.
  • Inform management of recurring problems
  • Assist in project implementations, testing and documentation
  • Monitor system notification alerts and take appropriate action and follow-up.
  • Provide statistical achievements and future tasks for the IT Infrastructure Monthly Report.
  • Create and update knowledge base articles.
  • Provide application support through desktop and laptop management including management of AD, File Structure, Microsoft exchange, Citrix, Office 365 etc.
  • Provide ongoing support for maintenance, upgrades and installation of various in-house software and hardware
  • Configure and troubleshoot iPhone/iPad
  • Ideally worked with Veronis (file audit software)
  • Update and maintain Asset Database.
  • Configure and dispatch new computer equipment as required.
  • Liaise with vendors/suppliers in relation to ongoing repairs & maintenance.

About You

  • 3-5 years’ experience in a similar role
  • Excellent customer service focus
  • Excellent general computer hardware and software knowledge
  • Preparation of reports, documentation and training schedules
  • Ability to communicate clearly, concisely and effectively both verbally and in writing including technical concepts to a non-technical audience
  • Possess sound problem-solving abilities
  • Ability to set and meet deadlines and determine priorities
  • Commitment to providing excellent and timely customer service
  • Experience with a range of Microsoft systems such as Office365, Microsoft, Windows Desktop systems (Win7 & Win10)

If you are interested in this role and possess the required skills, please reach out to Peter Pelekanos via email or phone at peter.pelekanos@randstad.com.au or (02) 8235 3340.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

skills

Service Now / Apple Products / Citrix / O365 / Active Directory / Microsoft Exchange

educational requirements

Bachelor Degree