We have an opportunity for an IT Helpdesk Officer to manage the day-to-day operation of the IT Helpdesk support function within the business.

Responsibilities include: 

• Providing support, troubleshooting and resolving level 2 and level 3 requests, incidents and change requests
• Oversee level 1 outsourced IT Helpdesk support quality, continuous improvement and delivery of SLA 
• Deliver technical IT Helpdesk support and services; main point of escalation for the helpdesk teams.

Technical knowledge and experience required: 

• Proven support experience across HP notebooks, docking stations, Apple iPhones, iPads
• Experience with Systems; Windows 10, Windows Servers 2016 Active Directory, Office365, SCCM, WSUS, MDM
• AD, Mitel, Palo Alto Traps, Mimecast, Salesforce,
• Infor M3 (ERP),Airwatch/WorspaceONE.
• ITIL Foundation
• Oversee level 1 outsourced IT Helpdesk support quality, continuous improvement and delivery of SLA
• Maintain applications and systems utilized by the client’s computers; Windows Clients patch management, email filtering, anti-virus update
• Perform light systems and Servers Administration duties; backup tapes, computers and users access update in Windows Active Directory, Office 365 exchange user mailbox, distribution groups, SharePoint and MS Teams.

Apply using the appropriate link or contact Caroline Evans at cevans@sharpandcarter.com.au