Service Desk Technician
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Job no: 494174
Work type: Full time
Location: Brisbane
Categories: National IT
Employer Value Proposition (EVP)
RSM offers the combined benefits of a big firm including extensive networks, training and career opportunities – within a highly supportive, people oriented workplace. This combination provides a great environment to build skills and confidence. We help our people achieve to their best.
- Provide first and second level support the business with IT systems and software.
- Answers, evaluates and prioritises incoming requests and assists users with hardware, software, networking and other technology related problems.
- Resolve national support requests via ServiceNow incident management system.
- Enter support requests into ServiceNow received in person, over phone, e-mail or Skype.
- Provide 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.
- Required to travel to other offices around Australia.
- Configure and Install personal computers, mobile devices, software and peripheral equipment.
- Polices security in accordance with the national IT procedures and policies.
- Adheres to established SLA's with the business and key stakeholders for timely resolution of issues.
- Contributes to team goals and discussions regarding I.T problems that the business faces.
- Meets all KPIs set for the role
- Participation in team meetings, events and conferences.
- Engages with software and hardware vendors to request service regarding defective products
- Maintains a clean and safe working environment in accordance with RSM standards.
- To work outside normal hours where necessary to ensure the provision of critical computing services.
- Involved with projects and effectively deliver on delegated tasks.
- Assists and helps develop junior team members
- Creates knowledgebase articles
Education, Experience & Attributes:
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- Relevant tertiary IT certification, diploma or degree.
- Minimum 12 months experience in a similar role.
- Experience with customer service, end user training and remote support an advantage.
- Have a current valid driver’s licence.
- A willingness to work flexible hours.
- Good interpersonal skills and the ability to establish effective working relationships.
Advertised: E. Australia Standard Time
Applications close:
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