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| POSITION DESCRIPTION | AUSTRALIAN GENERAL INDUSTRY NOVEMBER 2008 |
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Senior Desktop Support Analyst |
| Position Code: | 7475 | | Career Level: | 3 |
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Responsible for
Providing Desktop support to users associated with operating installed hardware and software according to Service Level Agreements. |
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Reports To
Desktop Support Team Leader/Manager. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing telephone and face to face technical support to users regarding Desktop issues.
Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
Maintaining accurate log entries of fault with resolution and contact details.
Ensuring all hardware/software installations and routine upgrades are implemented according to Service Level Agreements.
Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
Working on most assigned tasks without referral back to Team Leader.
Providing an effective interface between users and service providers supplying all necessary diagnostic information according to procedures.
Ensuring technical queries not progressing are escalated to Network Engineers according to established procedures.
Participating in ongoing team training.
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Key Skills
Strong technical knowledge of Desktop hardware and software.
Strong analytical and problem solving skills.
Good time management and communication skills.
Ability to manage multiple problems at once and prioritise issues.
Strong customer service focus.
Strong knowledge of the organisation's Standard Operating Environment (SOE).
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Internal Contacts
Helpdesk, Users, Applications, Network Engineers. |
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External Contacts
Suppliers/Vendors. |
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Typical Experience
At least 3 - 5 years of relevant IT Support experience coupled with relevant tertiary qualifications. |
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