Desktop Support Engineer - Newcastle (Newcastle City Council)

About the Role Due to continued growth within our team, we have multiple roles across the wider Newcastle area. Working as a Desktop Support Engineer you will be responsible for the provision of all aspects of End User Services to Datacom’s customers. Aligned to our customers business requirements, we provide tailored maintenance services, hardware and software break/fix support, remote support, software deployment and relocation services. Please note that to be eligible for this role, you must be an Australian Citizen. What you’ll do
- 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 commitments to customers with regard to progress updates.
- 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 (e.g., Change/release). What you’ll bring
- 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 PCs, printers, media and audio‑visual equipment, BYOD and mobility.
- You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management. Culture and Benefits Datacom is one of ANZs largest suppliers of Information Technology skilled services. As an ANZ company, we have maintained a energetic, agile, small‑business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. At Datacom you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat‑structured environment that empowers people and promotes autonomy. We care about our people and provide a range of perks such as social events, chill‑out spaces, remote working, flexi‑hours, professional development courses and health insurance discounts to name a few. We operate at the leading edge of technology to help ANZ’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of engaging new challenges and opportunities. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3r8bgi