Specialist Workplace Technology Support Specialist
Job Location: Australia, Queensland, Brisbane
At BHP we support our people to grow, learn, develop their skills and reach their potential.
The Workplace Technology Support Specialist will provide first-level IT support to enable a seamless, productive, and efficient experience for our global user base. This in-person role will involve troubleshooting, resolving, and escalating workplace technology issues and ensuring users can confidently use the tools they need to be successful. The role will leverage ITIL processes and framework for structured service delivery and will also support Audio Visual (AV) and Video Conferencing (VC) needs as required.
Responsibilities
* Deliver effective and timely responses to service requests, resolve incidents/problems, and manage the Technology service catalogue.
* Communicate clearly and effectively with users when required.
* Provide support for End User Devices — laptops, tablets, mobile phones, and video conference units for our users – diagnosing and raising incidents for resolution accordingly.
* Conduct data analysis, performance monitoring, and root cause analysis to identify trends, patterns, and areas of improvement within Workplace Technology.
* Positively influence vendors to reduce waste, maximize operational performance, improve efficiency, enhance service quality, and minimize operational costs.
* Develop and maintain trusting and collaborative relationships with Operational and Functional teams to foster strong communication, regular feedback, and continuous improvement.
* Engage with users to understand and meet their needs, fostering long-term relationships.
* Perform daily and weekly checks of all office-based technology equipment such as meeting rooms and desks.
* Coordinate and manage printer consumables and hardware maintenance with third-party vendors.
* Manage hardware failures by coordinating with maintenance service providers for delivering and installing replacement parts.
* Maintain workspace standards and provide onsite Field Support for Enterprise services.
* Log onsite incidents and service requests with Local Service Desk, track progress.
* Prepare incident reports and escalation reports as required.
About You
* A minimum of tertiary qualification or higher in Information Systems, Computer Science or related discipline (or an equivalent level of industry experience in a large enterprise environment).
* A customer focused approach to providing end-user support in a medium-to-large organization including executive support.
* Experience working with Microsoft Windows 10, Microsoft O365, Microsoft Active Directory and Intune is a bonus.
* Experience working with Virtual meeting room hardware and related software (Zoom, Webex, MS Teams) is a bonus.
* Technical experience in the installation, configuration and support of end user equipment – including rebuilding and preparing systems for deployment is a bonus.
* Experience interacting with different lines of service and internal/external resolver groups.
Benefits
Supportive workplace with flexible working options, generous paid parental leave policy, extended leave entitlements and parent rooms.
Equal Opportunity Employer
At BHP, we are an Equal Opportunity employer committed to making BHP a safe and inclusive workplace where everyone can thrive. We recognise the importance of diversity in gender, age, race, disability status, sexual orientation, religion, neurodiversity, education levels, and more.
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