level 1/2 helpdesk support in brisbane cbd

posted
job type
contract
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job details

posted
location
brisbane cbd, queensland
job category
IT & ICT
job type
contract
reference number
90M0344562_1525930826
phone
00 00
apply now

job description

System Experience:

Candidates will require experience in supporting the below systems:

Current Windows (Client and Server) Operating Systems (Windows 7/Server 2008 and newer)

Microsoft client software support (e.g., Office Suite)

Microsoft Windows Domain Support (Active Directory User & Computer management)

Highly desirable skills:

Providing support for Microsoft Office 365 and Exchange

Experience with PowerShell

ServiceNow as an ITSM Tool (following ITIL methodology)

Remote hardware and software support

The additional experience below is also desirable:

Providing support for Apple MacOS and iOS

Supporting users with BYO devices (of all makes and models)

Experience providing support within Government sector

Experience providing support for a wide variety of both In-house sourced and off-the-shelf products

PROJECT OVERVIEW:

The Technical Support Contractor reports to the Manager of the team. The Technical Support Contractor is responsible for providing level one and two support for the Office 365 application (email, calendaring, and cloud storage) used by over 650 000 users. You will monitor the support queue, complete investigations and troubleshooting to resolve allocated jobs, escalate incidents and issues to the queue manager, and provide subject matter expertise to customers and management. You will also support the delivery of team projects.

POSITION OVERVIEW & SKILL SET:

As a Level 2 Technical Support Contractor you will perform the following:

Provide a first point of contact and initial point of resolution for technical requests in the use of the Office 365 application, a wide range of software and hardware, in house systems and products and services utilised throughout the department.

Resolve specific customer problems through effective questioning, negotiation and conflict management to ensure customer satisfaction and a quality service is provided to departmental clients.

You will have responsibility for leading the following activities and delivery of the following key tasks:

Applying your IT knowledge to receive and handle requests for third level technical support following agreed procedures by logging problems, requests and questions.

Respond to common requests for support by providing information to enable problem resolution and/or promptly liaise with vendors to escalate incidents and problems.

Undertake initial problem assessment and wherever possible educate the end user with the objective of resolving as many incidents as possible and reducing recurring calls and incidents.

Provide input to the knowledge base through creation of documentation or updating records of known errors and associated fixes.

Liaise with customers and branch team members to provide status updates and feedback.

Utilise developed procedures to maintain records by documenting problems, requests and questions, recommend modifications to procedures and update as required.

Contribute to the development and implementation of Applications projects, including (but not limited to) supporting pilots of SharePoint Online, Skype for Business, and One Drive for users.

Organise individual workload to ensure quality, responsive and appropriate client services.

Promote effective and efficient communication within the unit and work both autonomously and in a team environment to ensure that deadlines and commitments are met.

Contribute to the development, implementation, maintenance and review of systems, policies, procedures and practices necessary for the efficient and effective administrative operations of the unit.

Apply innovative techniques to resolve technical issues and undertake system analysis, system design or more specialist activities that improve productivity and client services.

Actively participate in an ICT third level support team in the provision of client solutions and the promotion of desktop security and incident resolution.

Maintain best practice in ICT service delivery and support through the maintenance of currency of knowledge with the latest technologies being offered in the IT industry and undertake specific research and investigations to identify potential benefits for the department.

Assist with operational responses to emerging needs in collaboration with managers.

Liaise with network operations, system technicians, and staff in relation to deployments and new technology.

Participate in project teams and on other assignments within ICT Support.

Actively participate in ICT Support activities involving installation, expansion or upgrades of the department’s infrastructure, systems and services.

If this role interests you, please apply now

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

Windows Server, O365, Apple, ITIL, Orange Card

qualification

Orange Card
Relevant IT Qualification

responsibilities

The Technical Support Contractor is responsible for providing level one and two support for the Office 365 application (email, calendaring, and cloud storage) used by over 650 000 users. You will monitor the support queue, complete investigations and troubleshooting to resolve allocated jobs, escalate incidents and issues to the queue manager, and provide subject matter expertise to customers and management. You will also support the delivery of team projects.

educational requirements

Bachelor Degree