IT Service Desk Engineer

  • 499532
  • North Sydney, NSW, Australia
  • APM Group
  • Information Technology
  • Full Time

About APM

For over 25 years, APM has been enabling better lives through a range of services including employment, allied health intervention, community care and workplace health. We help more than 600,000 people each year, in 10 countries across the world. Organisations and Government rely on the work of our assessors and health professionals to help enable better lives and APM is the provider of choice for many of Australia's leading companies.

 

About this Role

The IT Service Desk Technician’s role is to support all employees, contractors and supply chain partners of APM globally either in person or over the phone. This support ensures all APM IT Assets are appropriately managed according to established processes, and user requests are accurately recorded and responded to in a timely,efficient manner.

 

Responsibilities

  • Provide Level 1 & 2 IT support in a large and growing corporate environment
  • Interpret technical information to end users in a way they understand
  • Capture details of users’ issues to ensure they are concisely and accurately recorded in the Service Delivery tool
  • End-to-end ownership of support requests and incidents; providing regular updates to stakeholders until resolution
  • Monitor and report on status of critical systems, escalating to senior team members when required
  • Spearhead security focus,and champion established security policies
  • Work to continually improve organisational systems and processes, including creation and maintenance of Knowledge Base articles
  • Log, categorise and prioritise incidents and requests in line with internal procedures
  • Manage service desk requests, software installations, patches and new setups from first point of contact through to resolution, proactively keeping end users informed of progress
  • Identify and escalate repeat issues and risks to IT management
  • Record all incidents, requests and resolutions in the service delivery tool
  • Ongoing asset management of all client devices
  • Ensure that all documented processes, procedures and policies are adhered to when carrying out relevant support and troubleshooting

 

About you

  • Has a passion for customer service and problem solving with an engaging personality and excellent telephone etiquette
  • Relevant tertiary qualification and/or work experience or currently enrolled in IT or customer service related study
  • Previous experience with the Microsoft enterprise stack (Windows 10, Azure, Microsoft 365, Intune UEM)
  • Understanding of ITIL methodology (Desirable)
  • Excellent written and verbal communication skills, to engage with people from all levels and backgrounds, particularly possessing the ability to interpret technical jargon and has strong interpersonal skills with a customer focus
  • Attention to detail and ability to identify and troubleshoot Mircosoft Windows operating systems, Microsoft office suites, hardware and networking related faults
  • Strong ability to collaborate, share ideas and identify big-picture solutions
  • Ability to work both autonomously and as part of a team, with a strong hunger to learn and upskill
  • Willingness to work outside standard business hours and carry an on-call phone as part of a rotation

 

Ready to Join?

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We're committed to Equality, Diversity and Inclusivity We welcome all people to join our team, including people from Aboriginal and Torres Strait Islander communities, living with disability, all gender identities, LGBTQIA+, people of any socioeconomic status, of any age, race, national origin or ethnicity. We believe each person’s uniqueness makes us even better at the work we do.

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