Desktop Support Engineer

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Desktop Support Engineer to join our team in SYDNEY, New South Wales (AU-NSW), Australia (AU).
Shift: 8AM to 5PM (Mon-Fri)- flexibility required as this might change in the future

Desktop Support

Primary Purpose Of The Role:

Manage a team of IT desktop support technical specialists and provide effective and timely day-to-day IT desktop support, advice, guidance and diagnosis, and timely incident resolution for clients. The role assists the client portfolio to meet their goals in infra management and uptime. The role is part of the Shared Services team flexibly providing IT desktop support and related services. A client focused, service excellence delivery orientation is critical to success in this role.

Accountabilities:
Manage an IT desktop support team unit to achieve operational outcomes. Manage the day-to-day work activities of the team, including timelines, expected customer experience, prioritizing and allocating workflow. Provide timely and effective advice, information and expert technical interpretation on complex IT desktop support matters, in a manner easily interpreted by stakeholders.
Place the customer at the centre of all decision making, and effectively assist and respond to customers who may have limited knowledge and/or skills in the area of IT desktop support.
Be the key IT Desktop Support point of contact for the client portfolio and proactively partner with leaders to fully understand, anticipate and be responsive to their business needs. Review all feedback channels regularly to gauge customer experience and service quality. Manage complex and competing demands with multiple stakeholders and actively manage systems for logging, monitoring, resolving and referring IT desktop support activities.
Evaluate and respond to complex or contentious operational or service delivery issues to ensure that financial, reputational and business risks are minimized. Monitor, review and analyse incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution. Manage the consistent use of agreed tools and methods to address and resolve user identified problems.
Supervise and provide IT desktop support for a range of devices, hardware, software, network, systems and other computing related technologies. Services include technical support in the diagnosis and resolution of complex software and hardware incidents, requests and problems. Troubleshoot and provide fast support via remote desktop connections. Plan and oversee hardware/software/maintenance assessments and schedules including patching, cleaning, data recovery, upgrades and testing.
Ensure antivirus installation, scans and monitoring and other security protocols as per required standa