Job Title

Intermediate Service Desk Technician - Sydney, Australia (In-office)Join to apply for the Intermediate Service Desk Technician - Sydney, Australia (In-office) role at Info-Tech Research GroupIntermediate Service Desk Technician - Sydney, Australia (In-office)1 day ago Be among the first 25 applicantsJoin to apply for the Intermediate Service Desk Technician - Sydney, Australia (In-office) role at Info-Tech Research GroupGet AI-powered advice on this job and more exclusive features.Info-Tech Research Group delivers impartial, highly pertinent IT research, enabling CIOs and IT leaders to make well-informed, strategic decisions. We are currently serving over 30,000 professionals and collaborate closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives and organizational processes.Why join us?We pride ourselves on consistent year-on-year growth, with double-digit growth even during a global pandemic.We are in the Top 3 on LinkedIn''s Top Companies List in Canada.Info-Tech fosters a growth-focused, entrepreneurial culture with unlimited opportunities for professional growth and development.We provide financial support for professional development and training.About The RoleWe are seeking a highly motivated and skilled Intermediate Service Desk Technician to join our Service Desk team. The successful candidate will be responsible for a variety of technical support tasks which include user onboarding and offboarding, account management, hardware troubleshooting, and software support. This role is crucial in ensuring that our users receive prompt and effective support for their technical needs.Key ResponsibilitiesProviding support for incoming requests via Service Desk ticket, telephone, chat, and self-service portalPrioritizing incidents and service requests within target SLAsRecording detailed information into the Service Desk ticketing systemProviding support for laptops, printers, and peripheral devices including hardware and software setup and supportFacilitate the onboarding process for new employees by setting up necessary accounts and ensuring access to required systems.Efficiently manage the offboarding process, ensuring the timely deactivation of accounts and retrieval of company assets.Completing access requests, access changes, application provisions, password reset, and distribution list updatesMaintaining technical documentation via solution library with respect to installation of software, configuration of hardware, and troubleshootingManaging hardware asset management and software licensingEngaging vendor support contacts to resolve technical problems with desktop computing equipment and softwarProviding SharePoint support, including site creation, access, and content managemenCreating and maintaining application deployments and OS patchingProviding Tier 3 End User support for applications used within the business, serving as the escalation point between the organization and vendorsTroubleshooting, researching, and resolving escalated technical problems and incidentsWorking on projects and meeting timelines as necessaryProviding users with "How to" training on basic to intermediate application functionsParticipating in after-hours rotation schedule (evenings, weekends, and holidays)Performing other duties as assigned by the ManagerExperience And QualificationsMinimum of 3 years of experience in a service desk or technical support roleProficiency in troubleshooting hardware and software issuesExperience with user account management and access controlFamiliarity with ITIL processes and Service Desk ticketing systemsStrong communication skills and the ability to provide clear and concise instructions to usersAbility to prioritize tasks and manage time effectivelyExperience with SharePoint, application deployments, and OS patchingKnowledge of hardware asset management and software licensingAbility to work independently and as part of a teamFlexibility to participate in after-hours on-call rotationSkillsFluent in spoken and written English with strong written and verbal communication skillsStrong documentation skills with a desire to understand and follow processesAbility to recognize and prioritize critical incidents in a fast-paced environmentApplication support experience with Microsoft Productivity SuiteExcellent problem-solving skillsIntermediate to advanced knowledge of Windows 11 and Mac OS; O365 administration, Active Directory, Entra ADIntermediate to advanced knowledge of InTune, Mosyle MDMIntermediate to advanced knowledge of SharePointIntermediate to advanced knowledge of PowerShell ScriptingGeneral understanding of network devices; routers, switches, and access pointsEducation And ExperienceCollege/University diploma/degree in progress in a related field (Computer Systems not development/testing)3 years of experience in a Service Desk roleInterest in working with technology (independent work)Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Info-Tech Research Group by 2xSign in to set job alerts for Service Desk Technician roles.Sydney, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 4 days agoService Desk Technician - 12 Month Fixed Term ContractSydney, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia 5 days agoLevel I Service Desk Technician - SydneySydney, New South Wales, Australia 5 days agoAd Hoc Service Desk Analyst - Desktop, Networking, projectSydney, New South Wales, Australia 3 months agoWere unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr