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Field and Remote Support Analyst (VPSG3.2)

Job posted: 29/04/2022
Applications close: 29/05/2022 (Midnight)
2 days remaining

2 days remaining

Job Description

Location: North East Region | Wangaratta

Job type: Full time

Organisation: Cenitex

Salary: $81,087 - $87,245

Occupation: IT and Telecommunications

Reference: VG/T00412

Reference: VG/T00412

Occupation: IT and Telecommunications

Salary Range: $81,087 - $87,245

Work location: North East Region | Wangaratta

Provide operations and project capabilities to Cenitex Customers both remotely and onsite for support and project activities. Regional role that will service customers in Shepperton, Benalla, Wangaratta and surrounding suburbs.

The opportunity: 

This position requires the a experience, customer focused Analyst to provide second level remote and onsite desktop support. As the Workplace Support Services team provides on-site support at various regional Victorian customer sites, the role may require the team member to drive distances and stay overnight in regional locations. 

In line with Cenitex's Service Charter, the Workplace Support Services team provides 24x7 support. This position is therefore required to be available for BAU and after-hours support on a rostered basis and to be contactable by mobile phone as per CenITex ‘Out-Of-Hours' arrangements. 

Day to day you'll be expected to: 

  • Resolve second level operational issues to a high standard and within service level targets. 
  • Undertake monitoring activities and ensure routine administrative tasks are completed and issues are escalated as required. 
  • Assist with planning, preparation and implementation of technical activities. 
  • Maintain accurate resolution history and incident information within CenITex systems. 
  • Participate in continuous improvement and contribute to the development of technical and process documents. 
  • Perform operational and project activities within CenITex ITIL based service management guidelines and CenITex security policies and standards. 
  • Pro-actively participate in assigned roles (such as incident, problem, change, release, configuration), encouraging and representing the team to management and external stakeholders as required. 

To be a success in this role you will have 

  • Demonstrated experience in providing quality second level desktop support to end-users, underscored by a demonstrated strong commitment to customer service. 
  • Proven experience providing guidance to customers in their workplace to ensure high levels of understnding in work practices and processes by best utilising the available desktop technologies. 
  • Excellent knowledge of modern IT workplace and mobile technologies, e.g. MS Windows, Citrix, Lotus Notes, LANs, MFDs, smartphones and tablet devices, Office 365 and Outlook. 
  • A proven ability to contribute to technical and service improvement initiatives. 
  • A practical understanding of the ITIL service delivery framework. 
  • Well-developed written, verbal and collaboration skills, with the ability to adapt to a constantly changing environment. 

Qualifications & Certifications: 

  • A relevant ICT tertiary qualification would be highly regarded. 
  • The completion of industry certification in relation to products described above would be highly advantageous. 
  • Possession of a current Victorian driver's licence. 

What's in it for you: 

  • Be part of a rapidly growing high performing team that is supportive and engaging 
  • Exposure to leading edge technologies in an organisation that aims to remain current which enables us to offer up to date service offerings to our customers 
  • Access to both projects and operations across a variety of customers to keep you interested 
  • The opportunity to contribute towards CenITex's vision of being the preferred IT partner for VicGov 

 

Field and Remote Support Analyst (VPSG3.2)

Job type:

Full time

Job classification:

VPSG3.2

Contact:

Talent And Resourcing | Cenitex.recruitment@Cenitex.vic.gov.au

Field and Remote Support Analyst (VPSG3.2)