Desktop Support Analyst

  • 11 Oct 2021
  • Sydney
  • Contract
  • Contract Engagement Until April 2022 with Extension options
  • Desktop Support Experience Essential
  • $35.00 + super per hour
Our Client, a NSW Government Department is seeking to appoint a Desktop Support Analyst to join the team on an initial contract until April 2022 with extension options based on performance and business requirements.
The successful Desktop Support Analyst will provide onsite assistance, information and support to users to solve reported issues, prepare devices and technical equipment to support all employees within the department and its clients. The overall aim is to provide excellent "front line" customer service and assist the business with their use of IT systems & services.
Key responsibilities include:
  • Identify and escalate any risks to Desktop support services on behalf of clients and/or the businesses
  • Providing input to ensuring that the reporting that is presented internally and externally meets expectations for defined SLA's, timeframes, quality and integrity
  • Log incidents & requests, triage and response/resolution in accordance with agreed SLA and customer expectations
  • Collaborate and assist internal application and technical teams by providing hands and feet support at customer premises
  • Supporting efforts to maintain customer specific technical and process knowledgebase to maintain currency and relevancy within the portfolio of Desktop services
  • Continually demonstrate support to driving efforts towards continuous service improvement across the Desktop portfolio through problem management
  • Ensure strict adherence to security and process compliance to maintain continuous delivery of an effective and robust service.
  • Working independently on remote sites and deliver M.A.I.C.D (i.e. moves, additions, installations, changes and decommissioning) of ICT equipment within the scope of Desktop portfolio of services and WHS.
Selection criteria:
  • Australian citizenship or permanent residency essential
  • Full NSW Driving Licence essential
  • Able to work a rotating roster
  • Experience and a record of achievement in the delivery of value added Desktop Support Services in a large and complex service environment, including relevant qualifications or equivalent demonstrated experience
  • Demonstrated Knowledge and experience in supporting PC/LAN issues in a Level 1 capacity including phone and conference rooms setup/support, Microsoft Windows based applications, Operating Systems and Office Suite 2013+
  • Demonstrated knowledge and experience in administration of User and Computer accounts using Microsoft Active Directory and System Center (SCCM)
  • Demonstrated commitment to customer service and continuous improvement
  • Excellent communication (verbal/written), negotiation and consultative skills. Proficiency in documenting results of technical and other investigations
  • Demonstrated time management skills and ability to manage competing priorities while being able to meet agreed timelines against any agreed initiatives/goals & objectives
  • Demonstrated ability to deal with issues effectively under pressure and in handling, resolving and escalating in crisis situations