Level 3 IT Helpdesk Support Technician (Req # 1324)
Partners in Performance, Australia
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 19, 2021
Last Date
Mar 19, 2021
Location(s)
Job Description
Partners in Performance is a global management consulting firm that works hand-in-hand with our clients to deliver sustainable results in business performance. Our firm has real scale and a demonstrated track record with reach across Australia and New Zealand, South East Asia, Africa, North and South America, Europe and Middle East. As a Firm, we are about Unleashing Potential in our clients and our people.
ABOUT THE ROLE
Based in Sydney, the primary task is to provide Level 3 Helpdesk support for requests that are submitted to the IT Helpdesk. In addition, you will also be required to attend to Level 1 & 2 support on a regular basis within the agreed SLA timeframe.
As a Level 3 technician, you will attempt to duplicate problems and define root causes, using product designs, code, or specifications. Once a cause is identified, you will recommend how to create a new fix, depending on the cause of the problem. New fixes are documented for use by Level 1 and Level 2 technicians.You will be an integral part of the overall IT Department, remotely supporting employees across the globe.
Key Responsibilities:
Level 3 Help Desk Support
- Resolution of escalated support calls from Level and continued support of level 1/2 calls as dictated by capacity
- Problem solve and troubleshoot technical issues
- Ensure support calls are resolved within agreed SLA’s
- Provide expert product and service support
- Ensure a high level of customer service is provided to the end user
- Troubleshoot and provide accurate and timely root cause analysis of all system issues
- Apply ITIL process to your day to day tasks of managing end user support calls
System Maintenance
- Perform scheduled maintenance on PiP Systems
- Proactively identify what other on-going system maintenance is required
- Ensure documentation is updated after system changes occur
- Actively identify systems areas that require system documentation
- Ensure all PiP Systems are fully updated and patched
- Ensure high availability are archived on PiPs systems
- Ensure reports are delivered on an agreed schedule (or on request)
ABOUT YOU
To succeed in this role, you will be a self-motivated, driven IT professional who thrives in the fast-paced environment. In addition, you will need the following;
- Degree qualified in IT or relevant discipline or can display relevant industry experience
- 5+ years’ combined experience in a helpdesk role with at least 2 years’ experience at a minimum being in a Level 3 IT Helpdesk and Desktop Support environment
- High level problem-solving skills
- Strong customer service skills, with a view of ‘being there to help’
- Ability to work independently of team peers who are based in other global locations and deliver on commitments made
- Excellent communication skills both verbal and written
- An independent and analytical thinker who can solve problems by citing discrepancies and filling gaps
- Exceptional at prioritising and multitasking
- Ability to build strong working relationships within a global team
- Highly process orientated, with a view to de
Job Specification
Job Rewards and Benefits
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