Helpdesk Support – IT Service Desk Technician

Primary Responsibility:Provide exceptional service to our internal and external customers by responding to requests for technical support and assistance as needed. Identify, prioritize and log phone, email and web queries in the Service Desk ticketing software. Identifies, researches, and resolves technical problems, as needed. Liaise with and escalate to next level application and infrastructure support as needed.Hours of Work: FRIDAY to SUNDAY– 10am to 10pm Additional work hours may be required to assist covering shifts, this may range from, morning, evening and nights.Essential Functions:Responds to telephone calls, email and in-person requests for technical support.Enter tickets in iSupport ticketing software and accurately categorize, prioritize and record information about requests.Troubleshoot and resolve issues related to pc hardware and software, printers, and other end-user computing equipment in a timely fashion.Direct Critical Incident Management process as needed.Provide 1st level application support and troubleshooting as needed.Monitor system alerts to ensure action is taken on critical alerts and system failures.Build and maintain IT and customer knowledge base to improve user and 1st level resolution.Support the creation and development of clearly documented Service Desk processes and proceduresParticipate in monthly team meetings and one-on-one manager / technician meetingsOther duties as requested.Minimum Qualifications/Additional SkillsEducation, Training & Professional Experience:3-5 years of customer service and technical experience preferred OR equivalent combination of systems certifications, education and experience.Knowledge of Service Desk ticketing software (iSupport)Working knowledge of Windows based PC and application software – MS Office 2010 / 2013, MS Exchange, various web based browsers,Proficiency in Microsoft OfficeGeneral networking knowledge (Ethernet, Wi-Fi).Proficient knowledge of Active DirectoryCitrix Environment experienceStrong remote desktop trouble shooting experienceKnowledge & Employment Standards:Strong verbal and written communication skills.Ability to work in team-oriented environment with strong customer service skills.Ability to multi-task and manage shifting prioritiesSelf-motivated and directed with keen attention to detail and ability to follow-up in a timely fashion.strong analytical and trouble-shooting skills.Proficient in all Service Desk department procedures.Handle high priority issuesCritical incident management process, and tracking of critical issues. Opening a bridge call as required to resolve system outages.Physical Requirements:The physical demands described below are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.Requires the ability to sit for long periods of time, with frequent interruptionsRequires several hours per day of sitting, getting up and down from chairs, and reaching, or bendingRequires manual dexterity with normal hand and finger movements for typical office workTalking, hearing, and seeing are important elements of completing assigned tasksMay carry loads and occasionally lifts, carries, positions, or moves objects weighing up to 30 poundsRequires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremesRequires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from managementTo have a further discussion please contact JR Viray at Labourforce on 13 30 91 or email your resume to vjobs@labourforce.com.au Australia - VIC Melbourne - All locations Western Suburbs

Helpdesk Support - IT Service Desk Technician

  • ASAP Start
  • Laverton North Location
  • Short Term Role

Primary Responsibility:

Provide exceptional service to our internal and external customers by responding to requests for technical support and assistance as needed. Identify, prioritize and log phone, email and web queries in the Service Desk ticketing software. Identifies, researches, and resolves technical problems, as needed. Liaise with and escalate to next level application and infrastructure support as needed.

Hours of Work: FRIDAY to SUNDAY– 10am to 10pm

Additional work hours may be required to assist covering shifts, this may range from, morning, evening and nights.

Essential Functions:

  • Responds to telephone calls, email and in-person requests for technical support.
  • Enter tickets in iSupport ticketing software and accurately categorize, prioritize and record information about requests.
  • Troubleshoot and resolve issues related to pc hardware and software, printers, and other end-user computing equipment in a timely fashion.
  • Direct Critical Incident Management process as needed.
  • Provide 1st level application support and troubleshooting as needed.
  • Monitor system alerts to ensure action is taken on critical alerts and system failures.
  • Build and maintain IT and customer knowledge base to improve user and 1st level resolution.
  • Support the creation and development of clearly documented Service Desk processes and procedures
  • Participate in monthly team meetings and one-on-one manager / technician meetings
  • Other duties as requested.

Minimum Qualifications/Additional Skills

Education, Training & Professional Experience:

    • 3-5 years of customer service and technical experience preferred OR equivalent combination of systems certifications, education and experience.
    • Knowledge of Service Desk ticketing software (iSupport)
    • Working knowledge of Windows based PC and application software – MS Office 2010 / 2013, MS Exchange, various web based browsers,
    • Proficiency in Microsoft Office
    • General networking knowledge (Ethernet, Wi-Fi).
    • Proficient knowledge of Active Directory
    • Citrix Environment experience
    • Strong remote desktop trouble shooting experience

Knowledge & Employment Standards:

    • Strong verbal and written communication skills.
    • Ability to work in team-oriented environment with strong customer service skills.
    • Ability to multi-task and manage shifting priorities
    • Self-motivated and directed with keen attention to detail and ability to follow-up in a timely fashion.
    • strong analytical and trouble-shooting skills.
    • Proficient in all Service Desk department procedures.
    • Handle high priority issues
    • Critical incident management process, and tracking of critical issues. Opening a bridge call as required to resolve system outages.

Physical Requirements:

The physical demands described below are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

  • Requires the ability to sit for long periods of time, with frequent interruptions
  • Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending
  • Requires manual dexterity with normal hand and finger movements for typical office work
  • Talking, hearing, and seeing are important elements of completing assigned tasks
  • May carry loads and occasionally lifts, carries, positions, or moves objects weighing up to 30 pounds
  • Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremes
  • Requires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from management

To have a further discussion please contact JR Viray at Labourforce on 13 30 91 or email your resume to vjobs@labourforce.com.au