Level I Service Desk Technician - SydneyDepartment: ITEmployment Type: Full TimeLocation: Sydney, AustraliaDescriptionOxford Economics, a leading economic forecasting and consulting firm, is looking to hire a Level I Service Desk Technician.As a Level I Service Desk Technician, you are the friendly face and trusted voice of IT support, proactively collaborating with end-users and the IT Operations team. Your excellent communication skills and approachable personality enable you to understand and resolve technical issues promptly, ensuring a positive user experience. As the primary point of contact in the region for IT support requests, you will clearly communicate solutions, set realistic expectations, and manage relationships with both internal and external stakeholders effectively.This role is ideal for someone enthusiastic about technology, passionate about delivering exceptional customer service, and committed to continuously improving service support and delivery processes.Key ResponsibilitiesProvide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.Reproduce application bugs and issues to assist the Software Development team in troubleshooting.Escalate incidents with accurate documentation to suitable team, when required.Perform onsite and remote analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals, restarting meeting room equipment in preparation for important calls.Perform regular maintenance tasks such as software installation, toner replacement and network patching.Ensure open communication by regularly updating stakeholders and advocating IT.Research solutions through internal and external knowledge base as needed.Respond to automated security, environmental and system alerts in a timely manner.Actively contribute to the technical and end user knowledge base.Reinforce SLAs to manage end-user expectations.Provide suggestions for continual improvement.Ensure Business Continuity through regular monitoring, maintenance and recommendations to IT management.Key Working RelationshipsInternal:Economists / Business AnalystsInformation Technology / Infrastructure ArchitectsSoftware DevelopmentMarketing & Business DevelopmentExternal:As RequiredSkills, Knowledge & ExpertiseRequired:Excellent communication skills. You will have a natural ability to build rapport with stakeholders.Basic knowledge of computer hardware.Working technical knowledge of Microsoft Windows 10 and 11.Experience with Microsoft Office365 and the Office suite.Experience with Microsoft Azure and Intune.Conceptual knowledge of Servers, Networking, Cloud and Security.Ability to monitor and manage hardware and software assets for compliance.Able to read, write and understand technical and end-user guides.Ability to specify, procure and manage external technical services, to augment and/or deliver key aspects of the IT Support and Infrastructure.Desired:Degree in Computer Science, Information Systems or equivalent Industry based Qualifications.Strong knowledge on data compliance and security, and experience of advancing related organisational knowledge and practice.Industry based Qualifications, MCSE, MCP, MCT, CCNA desirable.Conceptual knowledge of ITIL or ITSM.Ability to research, evaluate, and recommend new technologies and practices.Experience in working with technical 3rd parties.Equal Employment Opportunity (EEO)Oxford Economics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
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