Service Desk Technician - Brisbane, Australia - RSM AUSTRALIA

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.