Educational requirements: Bachelor
English requirements: Competent English
Requirements for skilled employment experience for years: 1-3 years
Required residence status: Temporary visa, Permanent resident, Citizen
Accept remote work: unacceptable
Using innovative solutions, the role is required to ensure that we service our customers as quickly and efficiently as possible. Major Standards Ensure national processes and procedures are followed. Identify and locally escalate support requests that are symptomatic of an unresolved underlying problem in IT equipment or services. Record all relevant information including progress accurately re Service Request in ITSM Tool(ServiceNow) in accordance with KPMG Policy and Processes. Accurate diagnosis of root cause – Incident or Request. Resolution actioned or assigned task(s) to appropriate Repair Authority(s) with the required info within agreed service level. Minimise customer impact by providing workarounds where possible. Maintain an accurate record of progress against requests for service using the “ServiceNow”. Participating in local/national projects as assigned. Other duties as requested by Technology Services Management. Participate in an on-call roster if requested by the team leader (where appropriate). Support for the National KPMG Office IT users. Ensure work note information is accurate and relevant in each ticket and will allow others to understand what the issue is, what you have done in relation to specific trouble shooting steps. On resolution detail what steps you took to fi x the issue. Activities in line with agreed policies and support processes. Description Communication mediums follow the steps below in order of: 1.Voice 2.IM 3.Email Be customer, and delivery focused, organised and capable of delivering in full and on time. Actively identify areas for process improvement and make recommendations to Team Management. Qualifications Tertiary level qualification and/or relevant experience. Vendor certification/s highly regarded. Microsoft qualifications and/or relevant experience. VC/AV qualifications, experience highly regarded. Experience Experience exploring technical hardware. Coding/scripting experience. You provide white-glove treatment to customers. You enjoy meeting people and building relationship with customers. Your friends and family call you when they have a technical issue. You are passionate about tech support and customer service. You enjoy solving problems. You can communicate technical concepts in layman’s terms. You have a sense of urgency—but also the ability to keep your cool. You have a foundational understanding of ITSM (ServiceNow) methodologies You share a passion for technology. You are passionate about sharing knowledge and developing others’ technical skills. Skills or Knowledge: Competent knowledge of Microsoft office products Ability to use office tools at a foundation level. Predominately Outlook, Excel & Teams ITSM Tool (ServiceNow) Ability to confidently navigate through. Create new jobs, update existing jobs, and close jobs.Search for Assets, and for solutions in the solutions database. Technical Support Ability to diagnose and rectify hardware/software faults for PC, applications and AV/VC equipment& peripherals. Connectivity Broad knowledge Microsoft & SOE Demonstrated ability to diagnose and rectify faults within Microsoft Operating system Ability to follow processes and procedures Ability to fulfil service requests and follow processes and procedures.
