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Desktop Support Engineer

Hays - Perth, WA

Source: uWorkin


Key Responsibilities

  • Provide technical (1st and 2nd level) IT support to internal employees via telephone, email, walk-ins and remotely
  • Good troubleshooting and problem solving experience
  • Handle, triage and troubleshoot faults and service requests, perform First in fix and engage the right resolver groups
  • Ability to communicate clearly and concisely both verbally and in writing to customers and internal stakeholders
  • Communicate courteously and effectively with non-IT and IT specialists alike to ensure customer and service level standards are met successfully
  • Ensure all technical processes and security protocols are correctly followed
  • Manage and monitor team responses for jobs assigned to queues
  • Manage, assist and provide advice to staff for resolving and/or providing workarounds to incidents as directed
  • Demonstrate commitment to improve knowledge base and service quality improvements on regular basis

Key Qualifications

  • Proven experience in a Service Desk environment performing first in fix, triaging and also resolving level 2 and 3 technical issues (where possible)
  • Experience with desktop support, hardware, network and software installation and troubleshooting
  • O365 experience is essential for this opportunity due to the nature of the environment
  • Working in a large enterprise environment supporting customers over the phone and supporting the team with various desktop tickets
  • Excellent customer service is key
  • Good troubleshooting and problem solving experience
  • A proactive nature, an enthusiastic attitude and a genuine desire to help people;
  • IT Service Desk or other IT Clients Support role
  • Supporting a corporate Windows environment
  • Ability to work in a complex environment with clients and colleagues located across multiple sites

Desktop troubleshooting and request fulfilment:

  • Windows 10, Windows 7
  • Office 365 & Standalone Support
  • Printing
  • Software installation and troubleshooting
  • Network troubleshooting
  • Remote troubleshooting (where required)
  • Software and Hardware diagnostic skills and building/upgrading PC's

Qualification and certification

  • NV1 or NV2 Clearance essential
  • 3-5 years of experience in L2 desktop support roles.
  • Experience in Service Desk role
  • Familiarity with ITIL framework
  • Degree and/or IT Certifications (Microsoft, CompTIA, ITIL etc.) are highly desirable
  • Exposure to Linux and virtualisation environment is recommended