Datacom
Information Technology
EndUserSupport
Neural analysis suggests this role is
optimal for Mid+ candidates.
“End User Support at Datacom. Skills: End user services, Desktop support, Customer satisfaction. Provision of all aspects of Desktop Services. Maintenance services”
What You'll Achieve.
Achievement of all service level agreements
Industry & Context.
Onsite role in Canberra
What They're Looking For.
Must Have
Exceptional customer experience with regard to end user services, The ability to prioritise work to ensure achievement of all service level agreements, Sound knowledge of Laptops, Desktop PC's, printers, media and audio-visual equipment and mobility devices, Excellent verbal and written communication, Ability to articulate technical information to the target audience, Professional customer service, Ability to work autonomously, Excellent time management
What You'll Do.
Provision of all aspects of Desktop Services
Hardware and software break/fix support
Assisting new users with IT hardware collection and setup
Ensuring new equipment are up to date and deployment ready
Recording all customer contacts in the appropriate ITSM tool
Keeping customers updated with regards to their tickets
Using tools and processes to deliver services in accordance with SLAs
Proactively manage and maintain customer infrastructure
Initiate and drive service and process improvement
Follow best practice methodologies and adhere to recognised ITIL processes
How You'll Work.
Communication Scope
Excellent verbal and written communication; Ability to articulate technical information to the target audience
Full Job Description
******** INTERNAL APPLICATIONS ONLY ********* **Our Why** Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. **About the Role (your why)** This is an onsite role in Canberra working as a Desktop Support Engineer, where you will be responsible for the provision of all aspects of Desktop Services to a key Datacom customer. Aligned to our customers business requirements, we provide tailored maintenance services, hardware and software break/fix support, remote support, software deployment and relocation services. **What you’ll do** At the moment, as Desktop Support Engineer you will be focused on: * Providing excellent technical support in a high-paced environment where customer satisfaction is paramount * Assisting new users with their IT hardware collection and setup. * Ensuring new equipment, such as Laptops and Mobile phones, are up to date and deployment ready prior to release to customers * Recording all customer contacts in the appropriate ITSM tool * Keeping customers updated with regards to their tickets * Using tools and processes to deliver services to customers in accordance with SLAs * Proactively manage and maintain customer infrastructure as directed * Initiate and drive service and process improvement * Follow best practice methodologies and adhere to recognised ITIL processes (EG: Change/release) We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs. **What you’ll bring** To be successful in this role, you will have demonstrated the following: * Exceptional customer experience with regard to end user services * The ability to prioritise work to ensure achievement of all service level agreements * Sound knowledge of Laptops, Desktop PC's, printers, media and audio-visual equipment and mo
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