DescriptionOverviewProvide end user hardware, software and infrastructure support.
Work closely with the End User Support Team to provide second and third-line operational support and ensure timely and efficient resolution of incidents and service requests.
Desktop support, asset provisioning, configuration, collection, software installation (unpackaged apps), low level commas room support.6-Month Contract Opportunity*** Key Accountabilities and main responsibilitiesDeliver customer excellence and adhere to best practice principlesEfficient and effective ticket management and resolutions to maintain key performance indicatorsOwnership of support tickets and regular communication on progressAct as a subject matter expert, escalating issues when requiredProactive mindset with the ability to close knowledge gaps and reduce wasteAnalyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.Contribute to technical support articles in the knowledge management databaseDrive service improvement by developing process and procedure documentationSupport the major incident management and problem management process as required Efficient and effective delivery of second and third-line operational support including (but not limited to) desktop and client support, local server and network support, desk-side delivery and desk-side training of end usersSupport, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.Collect and maintain accurate,



detailed information about all assigned support tickets to provide relevant information to other IT support teams and facilitate effective service management reportingMonitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirementsProactively support the investigation of problems and help identify workarounds, fixes and root causes.
Implement solutions as agreed with the End User Support Manager and Problem Management Team.Manage user relationships and engage with the Service Delivery Team and third-party providers as requiredContribute to project related activity and formally capture knowledge to assist operational teamsExceptional customer-facing manner and ability to providing immediate technical assistance on the Tech Bar (where available)Support Disaster Recovery activities as requiredExperience & Personal AttributesHighly accurate and performance driven and can lead by exampleExceptional communication and interpersonal skills with the ability to communicate technical information in a clear and understandable manner to non-technical stakeholdersCustomer focused attitude.Calm and confident manner with the ability to set expectations and provide reassuranceStrong and demonstrable ability to identify and manage InfoSec, risk and compliance issuesAbility to self-manage but also to support and mentor colleagues and the wider IT functionTechnically skilled Deskside engineer with considerable experience supporting contemporary desktop environments, Citrix, Azure Desktop, Zscaler, FortiClient and End user computing technologiesLogical thinker with a clear and structured approach to troubleshooting complex environmentsUnderstands and embraces continuous service improvement principlesCan formally capture and annotate complex processes using tools such as MS VisioExceptional knowledge of industry standard applications such as the O365 application suite, Active Directory, Exchange, MDM solutions and deployment toolsDemonstrable experience with networking and IP telephonyITIL accreditationFormal technical accreditationsProject management experienceAdministration of Intune and SCCMFamiliar with IT Service Management (Service Now)

📌 Desktop Support Engineer (Sydney)
🏢 MUFG Pension & Market Services
📍 Sydney