Service Desk Technician - Brisbane City, Australia - RSM Australia

    RSM Australia
    RSM Australia Brisbane City, Australia

    2 weeks ago

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    Description
    Employer Value Proposition (EVP)

    RSM offers the combined benefits of a big firm including extensive networks, training and career opportunities – within a highly supportive, people oriented workplace. This combination provides a great environment to build skills and confidence. We help our people achieve to their best.

    Key Responsibilities

    • Provide first and second level support the business with IT systems and software.
    • Answers, evaluates and prioritises incoming requests and assists users with hardware, software, networking and other technology related problems.
    • Resolve national support requests via ServiceNow incident management system.
    • Enter support requests into ServiceNow received in person, over phone, e-mail or Skype.
    • Provide support to staff in a face to face capacity on the ground and remotely over the phone with support tools such as TeamViewer and Remote Desktop.
    • Required to travel to other offices around Australia.
    • Configure and Install personal computers, mobile devices, software and peripheral equipment.
    • Polices security in accordance with the national IT procedures and policies.
    • Adheres to established SLA's with the business and key stakeholders for timely resolution of issues.
    • Contributes to team goals and discussions regarding I.T problems that the business faces.
    • Meets all KPIs set for the role
    • Participation in team meetings, events and conferences.
    • Engages with software and hardware vendors to request service regarding defective products
    • Maintains a clean and safe working environment in accordance with RSM standards.
    • To work outside normal hours where necessary to ensure the provision of critical computing services.
    • Involved with projects and effectively deliver on delegated tasks.
    • Assists and helps develop junior team members
    • Creates knowledgebase articles

    Education, Experience & Attributes

    • Relevant tertiary IT certification, diploma or degree.
    • Minimum 12 months experience in a similar role.
    • Experience with customer service, end user training and remote support an advantage.
    • Have a current valid driver's licence.
    • A willingness to work flexible hours.
    • Good interpersonal skills and the ability to establish effective working relationships.

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