Intermediate Service Desk Technician
RSM Australia
Sydney
1 week ago
Intermediate Service Desk Technician
RSM Australia seeks an Intermediate Service Desk Technician to provide first and second level IT support, hardware deployment, and end-user training. This full-time hybrid role based in Sydney involves face-to-face and remote support, incident management via ServiceNow, and mentoring junior team members.
Hybrid
Full-time
Mid Level
ServiceNow
TeamViewer
Salary
Not specified
Core Qualifications
Technical (Must-have)
ServiceNowTeamViewerRemote DesktopIT security
Soft Skills
problem-solvingcustomer serviceinterpersonal skillsteam playerproactivementoring
Key Responsibilities
- Providing first and second level support for IT systems, software, hardware and networking issues
- Logging, prioritising and resolving incidents and service requests via ServiceNow
- Supporting staff both face-to-face and remotely using tools such as TeamViewer and Remote Desktop
- Configuring and installing PCs, mobile devices, software and peripheral equipment
- Travelling to offices across Australia as required to provide on-site support
- Enforcing IT security in line with national policies and procedures
- Meeting SLAs, KPIs and contributing to continuous service improvement
- Assisting with projects and delivering delegated tasks effectively
- Creating and maintaining knowledge base articles
- Supporting and mentoring junior team members
- Liaising with hardware and software vendors to resolve faults
- Participating in team meetings, events and conferences
- Providing support outside standard business hours when required to maintain critical services
IT supportService DeskServiceNowHybridSydneyAccountingInformation TechnologyFull-timeIntermediate