About the role
The purpose of this role is to provide support and software delivery for the users within the setting, via the use of telephone, remote access functionality, and the use of enterprise tools to deliver service to end users within agreed Service Level Agreements (SLA).
The role has a particular focus on assuring accurate ticket information is logged, provide technical and procedural support as an escalation point for the Service Desk, provide overflow support for calls as necessary and identify knowledge gaps within the team.
Duties
- Provide timely and effective status updates to customers
- Develop, test and implement solutions to problems detected during troubleshooting
- Manage communications and liaison with customers and technical groups using regular updates and status reports
Skills & Experience
- Working in a Service Desk or Desktop Support role
- Troubleshooting and maintaining PCs in a Windows environment
- MS Windows family of Operating Systems
- MS Office suite including Outlook, Word, Excel, PowerPoint
- Desktop/LAN and Printer troubleshooting
- Diagnosing and resolving software issues
- Incident management tool
- User support, user training or LAN administration
- Knowledge of SOE principles and concepts
What’s in it for you?
We’re proud to offer a supportive and rewarding workplace culture, with a strong focus on career growth and wellbeing. Alongside industry-leading benefits, you’ll enjoy bonus and wellness days after six months, 14 weeks of paid parental leave, and up to four paid volunteer days each year. We also provide access to exclusive discounts on health insurance, travel, entertainment and more, as well as salary packaging options such as car leasing and superannuation. To further support you and your family, we offer a free and confidential Employee Assistance Program.
About NEC
NEC Australia helps customers gain greater business value from their technology investments, by delivering end-to-end technology solutions, business and IT transformation consultancy, professional services, communications solutions, application and solutions development and infrastructure and applications managed services and support.
NEC is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islanders.
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