Monitoring/responding to incoming requests and providing first level IT support to the business, escalating as required.
Resolving national support requests via ServiceNow incident management system, including entering support requests received in person, over phone, e-mail or via Microsoft Teams.
Providing support to staff in a face-to-face capacity on the ground and remotely over the phone with support tools such as TeamViewer and Remote Desktop.
Travelling to other offices around Australia, as required.
Configuring and installing computers, mobile devices, software and peripheral equipment.
Policing security in accordance with the national IT procedures and policies.
Adhering to established SLAs with the business and key stakeholders for timely resolution of issue.
Experience required:
12+ months experience in a similar role.
Experience in a professional services environment, an advantage.
Excellent knowledge of the Microsoft desktop environment and Microsoft Office suite.
Exposure to Active Directory and IT ticketing systems (ServiceNow).
Outstanding skills in troubleshooting, organisational and time management
A practical fast learner who is open to new challenges.
Ability to work autonomously and in a team.
Willingness to learn and positive can-do attitude.
Excellent communication skills (written and verbal).
Excellent customer service, especially working with clients face to face.
Perks:
“Top up” Maternity and Paternity Leave.
Your Birthday off.
A generous Employee Referral Bonus scheme.
Mental health and wellbeing workshops.
Access to our Employee Assistance Program with Acacia EAP.
A $250 annual wellness purchase subsidy.
Service milestone recognitions and rewards.
Store discounts through our shopping reward program.