Job Description

The Opportunity

An exciting Service Desk role has just become available at one of the most respected global insurance based in Australia. Our client is growing their team of Service Desk Support and you are part of a team responsible for administering and supporting multiple & single domain environments with large numbers of end-users. One of the main objectives is to work independently using roles & features in a Microsoft environment such as mailbox management in Exchange, Office 365 & user management in the active directory. You will report to the Service Desk Manager and will work closely with other team members.

Key Responsibilities

• Provide 1st & 2nd level contact and problem resolution for all users with hardware, software, and applications problems.
• Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution.
• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution.
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management) including install, modification, and repair.
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
• Act as a functional point of escalation to the service desk, provide technical coaching and training as things change in the environment.
• Provide accurate and timely logging of problems and resolution for problems in ITSM (Ivanti)
• Maintain communications with customers during the problem resolution process.
• Responsible using an elevated administrative access on any of the IT System.
• Maintains IT knowledge-based articles.
• Must be able to work with a team.

• Good standing attendance record, no written warning, and/or has not been enrolled in a Performance Improvement Plan for at least 1 year.
• Must be a graduate of Information Technology / Computer Science / similar course.
• Excellent communication in English: verbal and written.
• Excellent analytical skills and structured approach to problem solving.
• Ability to effectively communicate by phone, email, chat or in person.
• Shows initiative and acts independently to resolve problems.
• Ability to multitask.
• Willing to work in a 24/7 shifting schedule including weekends and holidays
• ITIL Certified.
• Microsoft Certification (Added Advantage)

• MD-101: Managing Modern Desktops
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Knowledge and experienced in troubleshooting for the following application or system:

• Active Directory
• Telephony - MS Teams
• Operating System MS Windows 10
• MS Office applications 2016 / Office 365
• MS Exchange Management Console
• MS Terminal Connection Service
• Citrix
• VPN ZScaler
• Mail filtering system Mimecast
• AD (cloud )
• Microsoft Intune Admin Center

• A diverse, inclusive, and supportive company culture
• Competitive remuneration
• Opportunity to collaborate and work with global clients and stakeholders
• Medical benefits
• Great Paid Leave entitlements
• Team outings, travel opportunities, company parties/events, and other exciting activities
• Exposure to an international environment, working with people across Malaysia, Vietnam, the Philippines, and Australia
• Industry and role-related training
• Ongoing career opportunities

AS White Global