Role and Responsibilities

This role will provide first and second level desktop support which includes responding to open trouble tickets logged to the help desk, assiting in active projects, training users and more. Qualified candidates should possess a working knowledge of standard business computing systems for the desktop environment. This role provides daily end user support and administration of user computing resources through demonstrated use of analytical and problem solving skills.  The desktop administrator’s core responsibilities include: 

• Receives telephone calls, emails and IM’s from internal users having problems using computer software and hardware or inquiring how to use specific software programs, email or applications
  
• Responds to requests for user support via phone, email, or IM in a professional, confident and courteous manner.  Ascertains from the end user the nature of the problem, determines whether the problem is caused by software or hardware such as a switch, printer, cable, telephone etc. and assists users through problem solving steps
  
• Provides technical support to customers answering technical inquiries, diagnosing reported problems or configuration issues, recommending solutions, escalating when appropriate and following issues through to resolution
  
• Provides technical support troubleshooting, configuring, installing and deploying workstations, laptops, printers, IP phones, computer peripherals and mobile devices
  
• Help drive and help manage support projects from initiation to timely completion
  
• Maintain superior relationships with customers including communication of support and projects
  
• Maintain documentation of the IT environment both local and in branch offices
  
• Enforce internal systems, policy and procedures to ensure the highest levels of efficiency and quality of service is provided
  
• Contribute to the achievement of delivery and productivity targets
  
• Maintain anti-virus software and security patch updates for PCs and servers
  
• Monitor and report on system and network performance issues
  
• Maintain Asset management procedures by ensuring assets are entered and updated in the Asset Management platform
  
• Set up user accounts in active directory, 365 and Media application software
  
• Manage the removal of exiting employees from the IT environment as outlined by corporate IT policy
  
• Helping to manage Software Licensing and application distribution
  
• Provide remote support for all media applications and SOE approved software packages
  
• Apply data/software updates for applications and the OS environment on the desktop/laptop fleet using SCCM.
  
• Training users on applications and services as appropriate

Reporting Structure

• On a day-to-day basis you will report to the Helpdesk Manager and IT Director to provide support to the day to day requirements of OMG Australia and its users
  
• You will be working with the OMG Australia community and its employees to deliver IT related services and support for those services

The Helpdesk Manager will be ultimately responsible for the overall management of your workload and development.