**System Support Role:**
This role involves the day-to-day operation of IT service desk's proactive services and initiatives.
You will provide high-quality support across a range of systems, manage escalations, and ensure timely resolution of technical issues.
Your work will span hardware and software configuration, AV/Video/Phone troubleshooting, and onsite support.
* Main Responsibilities:
* Deliver 1st and 2nd level support across all supported systems.
* Respond promptly to incidents and service requests, ensuring timely resolution.
* Manage escalations and follow through to resolution.
* Configure, deploy, and maintain PCs, laptops, printers, mobile devices, and tablets.
* Troubleshoot and support AV/Video/Phone conferencing equipment in meeting rooms.
* Install and support approved hardware and software.
* Create and manage user/email accounts and permissions.
* Provide onsite support and maintain a healthy stock of spare equipment.
* Participate in weekend and holiday support coverage as needed.
* Uphold a high standard of service and professionalism within the Service Desk team.
* Develop and maintain 'how-to' documentation and knowledge base articles.
* Manage inventory and ensure timely deployment of IT equipment.
* Review service desk operations and drive continuous improvement in people, processes, and technology.
* Ensure compliance with health, safety, quality, and environmental standards.
* Support IT projects as assigned by the Service Desk Manager.
* Travel to remote sites and provide after-hours support when required.
Requirements:
* Certificate II or higher in Information Technology.
* Minimum 2 years' experience in a similar IT support role.
About the Role:
The role spans across multiple areas including system maintenance, issue resolution, and project support.
As part of our team you will be working closely with colleagues to deliver exceptional service to our customers.