* Accurate recording of client and incident details and troubleshooting their progress;
* Initial investigation of incidents and service requests;
* Resolution or escalation of incidents and service requests, often using automated or documented processes;
* Monitoring of incidents and requests and liaising with support teams to drive resolution and maintaining communication with relevant stakeholders;
* Setting up and exiting employees, including asset issuing, training and recovery
* Providing training in the operation of IT assets and services; and
* Documenting records to identify issues, known errors and related procedures
What you'll need to succeed
This is an exciting opportunity for the right person to make a positive contribution in a dynamic professional services firm. This role will ideally suit a candidate with some experience in an IT service desk role gained within a large corporate environment.
* Tertiary qualification in Information Technology or related discipline (e.g. TAFE of University degree)
* Sound knowledge of Microsoft Operating Systems (e.g. Windows 10, Windows Server 2016/2019);
* Strong knowledge of Microsoft Office productivity and communication technologies (e.g. Microsoft Office/Teams, etc)
* ITIL certified and/or other IT service management and systems development methodologies desirable
* Well-developed written, verbal and interpersonal skills to enable effective communication and interaction with stakeholders at all levels