Salary on offer: $70-85k + Super | Docklands, Melbourne
- 26 days annual leave + 13 wks parental leave
- Access to free online courses and 4 days annual study leave
**THE COMPANY**
A renowned education provider offering a wide range of courses and programs. With a strong focus on quality and innovation, they deliver practical and industry-relevant training. Their experienced faculty and modern learning resources create an engaging and supportive learning environment, whilst empowering their students to achieve their educational and career goals.
**THE OPPORTUNITY**
Reporting into the Service Desk Manager, you will:
- Escalate incidents to the appropriate internal and external teams when necessary
- Conduct business impact assessments and assign appropriate priority to Incidents
- Ensure that all Incidents, Service Requests and enquiries are logged in the Service Desk ticketing system
- Ensure calls are resolved/followed up in accordance with SLAs and customer expectations are managed
- Perform first and second level Service Desk analysis, troubleshooting and attempt to fix-on-first, before escalation
- Create and maintain user access as required
- Support continuous improvement efforts by providing advice and direction
- Promote the effective use of the Service Desk and other technology service
- Routine maintenance of all PCs, laptops, printers and other peripherals as per the schedule
**ABOUT YOU**:
- Formal qualifications in computing or a business discipline with at least 2 years' service desk experience, demonstrating excellent analysis and problem assessment skills.
- Strong understanding, skills and hands-on experience supporting PC hardware set-up and configuration, Microsoft Windows, Office 365, Citrix and virtual technologies, LAN/WAN environments, VoIP and mobile telephony, MS Hyper-V and MS System Center
- Strong customer service skills, incorporating excellent telephone manner, strong verbal and written communication skills.
- Excellent organisational and time management skills, and the ability to work unsupervised, prioritise workflows and meeting strict deadlines.
- Excellent trouble-shooting and problem resolution skills.
- Excellent documentation skills and attention to detail with the ability to identify the requirement and subsequently document processes as necessary, with a predilection for the production and
maintenance of high quality documentation.
- Demonstrated experience with call-logging systems and databases.
- Current knowledge of IT standards and emerging technologies.
- Ability to carry out physical requirements of the role; lifting of boxes or moving of hardware
(PCs and monitors) as required.
**WHATS ON OFFER**
- 26 days annual leave
- 13 weeks paid parental leave (primary) & 5 days (secondary)
- Wellbeing and Health Support
- Access to free online learning courses
- 4 days study leave annually
- 2 days volunteer leave
- HSBC banking discounts
- Bupa health insurance discounts
- Free health checks / vaccinations
- Airtax app discounts
- 25% discount on education courses offered by them
- Income protection Insurance
- Great office location in Docklands
- Hybrid working (3 days in the office)
- Access to Senior Management, supportive team
**HOW TO APPLY