Primary Duties and Responsibilities
* Provide professional and responsive IT support to all users.
* Align with ITIL best practices including incident management, service request management, problem management.
* Providing IT support for internal and external seminars, training, and hybrid meetings.
* Triaging and prioritising tickets in line with agreed service level agreements (SLAs) ensuring timely resolution and quality customer service.
* Escalation of issues and requests to third‐party vendors as required.
* Develop and maintain knowledge base articles and user guides.
* Laptop and device lifecycle management including repairs and escalations with vendors.
* Provide support for Microsoft Windows, Microsoft 365 applications, and firm approved applications and IT services.
* Assist with basic networking issues and connectivity troubleshooting.
* Maintain and manage asset register.
* Maintain positive relationship with all employees.
* Maintain a cyber security first approach and mindset. Cultivate an awareness of security risks, stay informed of latest cyber threats, instil best cyber security practises and take practical steps to protect the firm and client from cyberattacks.
Skills/Knowledge
* Strong attention to detail, with a focus on producing accurate and high quality work.
* Professional and confident telephone manner.
* Excellent communication and interpersonal skills.
* Exceptional organisational skills.
Experience
* Minimum 2 years' experience in a similar role.
* Experience within a client‐centred organisation.
* Exposure/experience in the following: Windows 11, Active Directory and Microsoft Entra ID, Microsoft Office 365 environment and applications, Basic networking, ITSM platforms, Remote Support, User training.
Equal Employment Opportunity Statement
Russell Kennedy is proud to be an equal opportunity employer and is certified as a WGEA Employer of Choice for Gender Equality, as well as being certified as a gold employer in the Australian Workplace Equality Index for employers with 500 or less employees. We respect and celebrate the things that make each of us different. The firm supports and promotes a range of initiatives to create an environment that is characterised by equal access and respected participation of all groups and individuals. There is a particular focus and emphasis on gender equality, inclusion of First Nations peoples, accessibility for people with disability, LGBTIQ+ inclusion, and cultural diversity. Russell Kennedy is recognised by Australian Disability Network as a Disability Confident Recruiter employer.
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