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Service Desk Engineer/IT Help desk Support

Full Time
VIC, Melbourne
Posted on 25.01.2018
  • Howthorn Location
  • Immediate start
  • Reputable organisation

Seeking for Service Desk Engineer/IT Help desk Support for Permanent role in Melbourne location.



Our client is a leading Australian organisation, extremely well branded with a very corporate environment. A dynamic and flexible environment will provide for the right candidate experience with an Enterprise Giant!


The primary function of the role is to provide support for customers, remotely via phone in the Service Desk. The candidate must be excellent experience in Desktop technical support including MS Exchange, MS Office Suite, Office 365, basic network support, knowledge of ITIL processes.


  • Answer all incoming telephone calls to the service center in line with set response SLA times, Verbal templates and OLA
  • Call Lifecycle management including updating and closing of incident tickets
  • Tracking and reporting on customer tickets, overall ticket management
  • Where necessary, log jobs with third party providers / suppliers
  • Diagnose problems and provide support on phone first and attempt to resolve at this first point of contact
  • Escalate issues and queries when appropriate / time consuming and complex within the bounds of SLA and OLA criteria
  • Configure and test PCs, notebooks and printers
  • Monitor customer networks and key IT infrastructure
  • Provide remote and onsite preventative maintenance services
  • General maintenance as required, includes internal support and repairs
  • Be available as back up to other teams during busy periods
  • Research new products, ensure ongoing self learning - maintain an ongoing awareness of emerging developments and trends in technology that could impact current practices / projects and influence new practices / projects
  • Actively participate in after hours on call support rosters (additional money is paid for this)
  • Help define and contribute to knowledge base articles and knowledge base management for best practice standards


Technical Knowledge:
  • Excellence Desktop technical support For MS Windows versions 7,8 and 10
  • MS Office Suite 2010,2013,2016,
  • Exposure to Virus software including but not limited to Trend, Mail Marshal
  • Exposure to basic Networking infrastructure like routers ,NTU, Switches ,Firewalls
  • Microsoft server Operating Systems 2003,2008R2,2012R2, 2016
  • Microsoft Exchange and Office 365 administration/problem solving experience
  • Experience with Hypervisors like VMWare, Hyper-V and Citrix
  • Processes - Process savvy - able to follow processes, and design them if there is no process

Non - Technical exposure:
  • Business Understanding - A good understanding of the Managed Services business, and ability to talk to any level of person in an organisation about the business and its offerings
  • Client Focus - meeting and exceeding immediate and future needs of clients
  • Strong Communication - Demonstrates empathy and understanding within the work and within the client environment - expressing opinions appropriately, listening to the message being delivered, and Teamwork - Works efficiently and effectively with the team to achieve group goals; works together to accomplish business results
  • Action / initiative - Works to meet objectives, solve problems before being asked or required to do so
  • Decision Making/Judgement - Demonstrates the ability to make timely and effective decisions, including escalating when required
  • Conceptual Thinking - Effectively pieces information into a cohesive whole, and presents in a clear and concise manner
  • Quality of Work - Pays attention to detail and quality of work produced, ensuring excellence and always seeking ways to improve outputs
  • Written Communication - Effectively translates ideas and concepts into clear and concise reports and documents

  • 3+ years' experience in Service Desk or Technical Support role
  • Experience using hypervisors ,Basic Networking support experience and Knowledge of ITIL processes
  • Excellent communication Skills
  • Helpdesk Support ticket tools experience with tools like Service Now, Auto Task, GFI
  • IT or Business Degree or equivalent preferred but not essential
  • Certifications such as CCNA,CCENT,VCP,VCA,ITIL,MCSA,MCP

To be considered for the role click the 'Apply' button or for more information about this and other opportunities please contact Rutika Kawale on 03 86804220. Please quote our job reference number: 200171638.

Reference Number: 200171638_5

Contact Details:

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