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IT Service Desk and Desktop Support Analyst Field

  • 493289
  • Sydney
  • Information Technology
  • Full time

About MEGT


MEGT is an Australian not-for-profit business which has created great job outcomes for more than one million Australians since 1982

Our purpose is to inspire people and enable businesses and communities to create life changing, lifelong learning and employment for all. People are the foundation of our business and the reason we do what we do. We know that investing in people is what grows our business and are proud to be certified as a Great Place to Work

MEGT is committed to being an Equal Opportunity Employer and Child Safe Organisation. We have a culture that values safety, diversity, and inclusion and encourage all applicants, including minorities, genders, protected veterans, First Nations People and individuals with disability to find their ME with MEGT. You can read more about MEGT and our commitment to creating an inclusive workplace here https://www.megt.com.au/about-us



The MEGT Difference

At MEGT as a Great Place to Work, we understand the importance of work life balance and offer meaningful benefits to support you and your career at MEGT:

  • Flexible working arrangements
  • Fully maintained company car
  • We offer 14 weeks paid parental leave and continued support through our partnership with Circle In
  • Generous leave entitlements including 3 days paid close down leave over Christmas
  • Access exclusive discounts on private health insurance through our partnerships with HCF, Bupa, and Medibank!
  • Opportunity to buy additional annual leave or cash out annual leave
  • Access to salary packaging options (no PBI)
  • Inclusive, supported and continuous growth development through study support  
  • Employee Assistance Program for staff and family members including a Nurse on Call service
  • Retail and entertainment discounts across leading brands
  • Pro-rata long service leave after seven years

 

The Opportunity

We are on the hunt for a savvy Service Desk and Desktop Support Analyst Field ready to take the next step in their career and drive our field services and support services across our Sydney locations.

With flexible office locations, this dynamic role will report to the IT Service Desk Manager and will primarily be responsible for providing quality Level 1-3 (depending on experience) end user compute technical support and solutions including provisioning, support, maintenance, and decommissioning of end user devices and applications.

This role will thrive out and about onsite across Ultimo, Campbelltown and Parramatta engaging with a variety of stakeholders and vendors face to face while also providing support via the phone and utilizing remote support technologies in an effort assist staff in both technical issues and requests to enable effective and productive use of IT systems.

Day to day responsibilities will include but are not limited to:

  • Providing timely IT customer service in relation to user issues and requests according to their nature and urgency
  • Procurement and distribution of end user compute devices, items and consumables
  • Accurate and up to date ticket management, ensure all Service Desk issues and requests are recorded in the ticketing system
  • Maintenance of Service Desk technical and process documentation
  • Planning for and responding to service outages and other problems
  • Produce Statistical and Trend Reporting
  • Maintain Helpdesk FAQ’s
  • Implementation of hardware and software upgrades and configuration changes, including technical documentation
  • Problem diagnosis and resolution (hardware and software troubleshooting)
  • Pro-active problem management (system performance tuning)
  • Development of ServiceDesk and IT knowledgebase (help files)
  • Maintenance of asset information
  • Perform tasks outside of the PD as required by the Service Desk Manager/CIO
  • Provide ad-hoc and scheduled reporting to the Service Desk Manager.
  • Design and develop solutions in response to relevant customer feedback

MEGT's core values United, Savvy, Trailblazers, and Thrive are at the heart of this role, guiding everything we do!

 

About you

You will be passionate and trail blazing IT professional who can thrive in a fast-paced environment with at least one year experience in a field services or onsite tech role including:

  • 2 – 4 years experience across IT Helpdesk and Service Desk including on-site customer support
  • Proven customer centric focus and interpersonal skills with the ability to effectively communicate and liaise with all levels of staff
  • Knowledge of M365, Active Directory and Azure Active Directory, MS Exchange, RMM Tools (eg Desktop Central or Kaseya), iOS, basic Networking, network printing, Endpoint Manager, Intrusion Detection software, Antivirus software, and remote client VPN environments
  • Proficiency in supporting Microsoft Office software applications (multiple versions), including some knowledge of SharePoint advantageous
  • Previous experience with a helpdesk
  • Experience using a helpdesk ticketing system, remote support tools and working within a hybrid Microsoft environment
  • Ability to work with or create documentation
  • Strong problem solving and analytical skills, used to develop and implement effective solutions to problems
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Team player with strong organization and time management skills
  • Proven ability to self-motivate, manage work priorities efficiently and exceed KPIs
  • Commitment to continuous improvement and consistency
  • Ability to translate technical language to lay audiences for a clear understanding
  • Excellent oral, written, and interpersonal communication skills that are appropriate for various levels including management, staff, contractors, and vendors.

MEGT is committed to providing services that protect and keep children, young people and adults at risk free from harm. The successful applicant will be required to undertake pre-employment checks which include a National Police Check, State/Territory Working with Children Check, reference checks, verify your right to work in Australia and confirmation of qualifications.

 

How to Apply

We want to make finding your ME with MEGT accessible and inclusive.

If you are interested in this opportunity and have a career at a Great Place to Work, we encourage you to submit your application by clicking the apply button. If you would prefer to apply in another format or mode, or require any assistance, additional support, or have questions about this role, please contact our Talent Acquisition Team at recruitment@megt.com.au or on 1300 634 863.

Apply Now

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