Prioritise, Support and Resolve
We are looking for a reliable and conscientious individual with a passion for customer service and IT to join our team as an Onsite IT Support Specialist based at our Rivervale office. This is a full-time, permanent role providing second level IT support with a specific focus on excellent customer service for Hanson's internal customers.
In your new role, you will:
Provide system support via telephone and onsite assistance for internal clients.
Create, manage, and resolve support tickets within agreed Service Levels.
Participate in an on-call support roster to provide the business with 24 x 7 IT support.
Log and track all incidents and service requests in the Service Desk system, and escalate requests to appropriate Level 3 support groups for resolution as required.
Support and/or project manage the roll-out of new business applications and technologies.
Assist users with business processes to make effective use of business systems.
Conduct proactive onsite visits with customers to maintain IT equipment and improve the service provided.
Work closely with the Service Delivery Organisation (SDO) to ensure escalated support issues are resolved in a timely manner.
Create and maintain IT support documentation including FAQs and support manuals (SOPs).
This role is a great fit for you if:
You have a solid background in providing Level 2 support to a large multi-faceted organisation.
You have a passion for IT Service Desk and Systems Support and can apply an analytical problem-solving mindset.
You have strong customer service experience with excellent written and verbal interpersonal skills.
You are proficient in writing IT and process documentation and can demonstrate a high-level skill set in operating systems in a corporate network environment.
Solid experience across IT Service Desk and Systems Support from a large organisation or global network.
Experience supporting Windows Server environments in a time-critical, virtualised environment.
Proven experience with SAP and Telephony VoIP landlines and Smartphones (highly regarded).
Proven background supporting Win11 and Win10 Office365 desktop applications.
Have a valid Australian Driver's license as you will be provided with a fully maintained vehicle.
Our Benefits
Salary Sacrifice: Save on technology and work-related items through our salary sacrifice program.
Learning and Development: Fuel your career ambitions with extensive learning and development opportunities.
Paid Parental and Grandparent Leave: We support your family life with generous paid leave options.
Discounted Concrete & Quarry Products: Save on home improvement projects with exclusive discounts.
Novated Leasing: Drive your dream car for less through fantastic discounts on vehicles.
Health and Well-being: Prioritise your health with discounted health insurance and affordable gym memberships.
Car Hire Discounts: Enjoy savings on car rentals through exclusive discounts.
Electronics: Enjoy a 10% discount on a variety of products from JB HiFi.
Hanson Australia is an equal opportunity employer, and we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, and the LGBTQI+ community. You must have full Australian work rights to be eligible for this role.
We'll Make It Happen
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