Remote Desktop Services Agent-Must be Australian citizen

Job description

·  Job Description:

Based in Adelaide you will be working as part of the Remote Services team and in line with service level agreements, provide customers with a 2nd level remote desktop support service.  Our dedicated team is seeking a talented and motivated individual who excels with a customer-facing role and responsible for ensuring the customer’s needs are satisfied for all their desktop technology requirements, from the device’s operating system, applications and their hardware device choices.

Offering a flexible work environment & access to a range of technologies within our organisation, this role will suit a early to mid-career technician looking for a step into technical role, with potential for growth into other technical positions in the future.

Your expertise will be highly valued and offers the opportunity to share your knowledge within a digital workplace.

Overall Purpose of the Role

·  Working as part of the Remote Services team and in line with service level agreements, provide customers with a 2nd level remote desktop support service.  This includes support for operating system, standard operating environment applications and customer-specific applications on all desktop, notebook & end-user devices.
·  Uphold and contribute to the DXC CLEAR value principles

Responsibilities

·  Manage workload and ensure assignments are completed on time and within target completion dates to meet formal service level agreements.
·  Keep clients informed at all times as to progress of assigned tickets, setting realistic expectations with regards to completion dates and status updates in a professional, concise and informative manner.
·  Take ownership by identifying, escalating and resolving issues appropriately, preferably to completion.
·  Comply with Incident, Service Request, Problem, Change, Configuration and Knowledge management processes.
·  Assists customers with knowledge in the operation and maintenance of systems & equipment which includes providing appropriate advice.
·  Work environment is a shared office space, additionally may require weekend work, shift work, or willingness to travel, eg to customer or other DXC sites
·  Comply with DXC policies and procedures which includes but not limited to legislative work health and safety [WHS] legislation

Personal Skills & Abilities

·  Good interpersonal skills to work with customers, colleagues, and other internal personnel including 3rd parties
·  Good communication skills, including face-to-face, email, and telephone
·  Good time management and organizational skills
·  Good analytical and problem-solving skills

Technical Skills & Experience

·  Ability to diagnose and resolve hardware, software and equipment problems remotely as 2nd level support.
·  Demonstrable skills and experience in the installation, configuration and remote support of desktops, notebooks and thin clients.
·  Demonstrable skills and experience in supporting MS Windows operating systems including versions 7, 8, 8.1 & 10.
·  Demonstrable skills and experience in supporting MS Office applications, including versions 2010, 2013, 2016 & O365.
·  Have an operational understanding of SCCM and be able to work with Apps and Deployments
·  Demonstrable skills and experience in the installation, configuration and remote support of 3rd-party applications on client devices.
·  Understanding of the ITIL framework.

Desirable

·  Experience working with enterprise toolsets for remote management of devices, including service management tools, SCCM, Workspace One/AirWatch
·  Experience in or knowledge of PowerShell scripting
·  Working knowledge of LAN/WAN protocols & services ie: TCP/IP, DNS, DHCP, VPN.
·  Basic understanding of MS Windows & other server infrastructure environments.
·  Awareness of future trends in digital technologies including cloud, virtualisation, digitization

Security Clearances

·  Essential:
·  Applicant must be an Australian Citizen
·  Applicant must hold, or be eligible to obtain a National Police Check and Federal Government Security clearance
·  Desirable:
·  Applicant may hold, or be eligible to obtain Department of Human Services Working with Children & Aged Care Checks

Trust, Transform & Thrivewith a company whose mission is to lead clients on their digital transformation journeys, DXC Technology will be recognized globally as a force multiplier, enabling clients to seize the opportunities presented by today's rapidly changing technologies.

If you are a self-starter with a strong customer focus and a results oriented approach complimented by your strong verbal and written communication skills, we would like to hear from you.