Level 1 Desktop Support Engineer

Posted 04 August 2022
Salaryplus Super
LocationNew South Wales
Job type Permanent
DisciplineIT General

Job description

The Role

This role will be providing first level IT technical support on software, hardware and network issues working with a fun and motivated professional team. The focus of your role will be to follow documented processes to achieve high resolution rates within defined service levels.

Key Responsibilities

  • Accountable for and actively contribute toward the achievement of Customer Service Levels.
  • Provide high quality technical support over the phone
  • Monitor telephone queues & answer calls within stated guidelines
  • Provide resolution over the phone through investigation and diagnosis, using remote system management tools
  • Assign records accurately to resolver groups
  • Liaise with internal and external vendors to satisfy customer queries
  • Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk

To be successful in this role you will have previous experience working in an outsourced service desk environment with demonstrable experience supporting the following technologies:

  • Microsoft Operating Systems (Windows 10).
  • Microsoft Office 2010, 2016 and Office 365).
  • Windows Server (Active Directory and MS Exchange)
  • Experience with commercial call logging tools such as ServiceNow or Microsoft System Centre Service Manager
  • A working knowledge of ITIL practices
  • Effective written skills.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please
contact Gem Nguyen on (03) 8680 4312 or email gnguyen@paxus.com.au and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic
backgrounds and people living with a disability. If you require an adjustment to the recruitment process please contact me on the above contact details.