Role Overview As a Desktop Support Engineer you will provide end user hardware, software and infrastructure support, work closely with the End User Support Team to provide second and third-line operational support and ensure timely and efficient resolution of incidents and service requests. Other tasks include desktop support, asset provisioning, configuration, collection, software installation (unpackaged apps), low level commas room support.
1. Fixed term contract role commencing Sept 24 and ending mid-April 25
2. Location : Perth based only
Key Accountabilities and Main Responsibilities
3. Efficient and effective ticket management and resolutions to maintain key performance indicators and ownership of support tickets and regular communication on progress
4. Act as a subject matter expert, escalating issues and support the major incident management and problem management process as required when required
5. Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
6. Deliver customer excellence and adhere to best practice principles
7. Contribute to technical support articles in the knowledge management database and drive service improvement by developing process and procedure documentation
8. Efficient and effective delivery of second and third-line operational support including (but not limited to) desktop and client support, local server and network support, desk-side delivery and desk-side training of end users
9. Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
10. Collect and maintain accurate, detailed information about all assigned support tickets to provide relevant information to other IT support teams and facilitate effective service management reporting
11. Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
12. Proactively support the investigation of problems and help identify workarounds, fixes and root causes.
13. Proactive mindset with the ability to close knowledge gaps and reduce waste
14. Implement solutions as agreed with the End User Support Manager and Problem Management Team.
15. Manage user relationships and engage with the Service Delivery Team and third-party providers as required
16. Contribute to project related activity and formally capture knowledge to assist operational teams
17. Exceptional customer-facing manner and ability to providing immediate technical assistance on the Tech Bar (where available)
18. Support Disaster Recovery activities as required
Experience & Personal Attributes
19. Technically skilled Desktop engineer with considerable experience supporting modern desktop environments, Citrix, Azure Desktop, netscaler and end user computing technologies
20. Exceptional knowledge of industry standard applications such as the O365 application suite, Active Directory, Exchange, MDM solutions and deployment tools
21. Exceptional communication and interpersonal skills with the ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
22. Customer focused attitude. Calm and confident manner with the ability to set expectations and provide reassurance
23. Strong and demonstrable ability to identify and manage InfoSec, risk and compliance issues
24. Ability to self-manage but also to support and mentor colleagues and the wider IT function
25. Logical thinker with a clear and structured approach to troubleshooting complex environments
26. Highly accurate and performance driven and can lead by example and understands and embraces continuous service improvement principles
27. Can formally capture and annotate complex processes using tools such as MS Visio and demonstrable experience with networking and IP telephony
28. ITIL accreditation and/or any Formal technical accreditations
29. Project management experience and administration of Airwatch, Insight, SCCM
Some of our Employment Benefits
30. FlexiWorks – enabling our employees to work in the office and at home
31. Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
32. Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose.
33. Talent Referral Program
34. Salary Sacrificing via Superannuation
35. Employee Assistance Program
36. Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
37. Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft!
38. Novated Car Leasing
Culture @ MUFG Pension & Market Services
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
How to apply
Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.
Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.