Ensure the professional and timely handling of all End User support requests; for any services not managed by Global Service Desk (L1). Provides feedback and knowledge to Level 1 to ensure shift left.
Client Details
At Adecco, we don't just find people jobs; we create futures. As part of The Adecco Group, the world's leading HR solutions provider, we're proud to support over 60 countries, 5,200 branches and 32,000 passionate colleagues worldwide.
With 50+ years of expertise in Australia, we're a powerhouse of recruitment knowledge, innovation and people-first thinking. When you join us, you'll help shape the future of work and enjoy being part of a team that celebrates success, supports each other and knows how to have fun along the way.
Description
- Continuous Improvement: support the improvement initiatives relating to the End User Services. Communicate objectives for initiatives and secure needed support. Hold supplier accountable for meeting agreed upon deadlines and quality standards for L2 services by DTS and collaborate with Global Service Desk where applicable for L1 service improvements
- Ensure issues and queries escalated by the Business are managed through to resolution
- Help resolve issues and conflicts escalated by the Global Service Desk; L2 technical escalation for L1 Global Service Desk
- Collaborate with internal and external teams to ensure that the customer is always at the centre of IT
- Actively contribute to Problem Management
- Provide Campus Support/Field Support Services (deskside, dispatch, tech appointments)
- Collaboration with Regional Service desk Manager to ensure services meeting expectations and providing feedback
- Contribute to Knowledge management/shift left opportunities by provide feedback for CSI opportunities to Global Service Desk team
- Point of Contact for Regional Service Desk Manager to help support and collaborate with business communications
- Supporting L1 with backlog and follow up with other L2 teams where needed
- Supporting EUDM (End User Device management) with testing, deployments, remediation where needed
- Supporting Asset deployment where applicable (new hire configurations, shipping, imaging)
- Along with Customer Success Manager; operational reviews with Global Service Desk; reviewing performance, quality, survey results and CSI activities
- Asset configuration and deployment where applicable (countries without a branch team)
- Perform preventative maintenance, including checking and data cleansing of workstations, printers, and peripherals as requested
- Campus Technical Support: perform hands-on fixes at desktop level, including installation, configuration, testing, maintenance, and troubleshoot end-user workstation hardware, networked peripheral devices, networking hardware products, systems, and applications (where applicable)
- Develop and maintain an inventory of all IT assets including monitors, hard drives, modems, printers, scanners, and other peripheral equipment (where applicable)
- Access Management, including but not limited to Joiners, Movers, Leavers (JML), additional access and audit activities (where applicable)
- Coordinate the Joiner requests to ensure the teams responsible for delivering all that is needed included equipment by day one is on target
- Ensure the resolution of all Incidents (assigned to L2 End User and Access) according to the defined SLAs/OLAs and escalate proactively when at risk of breaching
- Collaborate with Service Operations for Incident and Major Incident Management Process activities
- Ensure that Incidents are documented, updated, and ultimately communicated to the relevant audience
- Resolve escalations from stakeholders where required
Profile
- Minimum 2+years of relevant work experience in a Service Desk or Customer Service environment
- University Degree preferably in a technical subject or any comparable education
- ITIL v3 or ITIL4 foundation certification
- Strong background in software and hardware
- Knowledge in Windows Server and Active Directory
- Experience in dealing with 3rd parties Good technology awarenes
- Customer focus
- Good interpersonal relation skills, effective communication
- Ability to collaborate with and challenge external service providers
- Strong team player
- Ability to manage concurrent activities and drive them to completion
- Ability to evaluate information, identify key issues, and formulate conclusion based on sound, practical judgement, experience, and common sense
Job Offer
When you join Adecco, you're not just signing up for a job, you're opening the door to a world of possibilities:
- Competitive Salary & Benefits: We reward your hard work and dedication.
- Training & Growth: You'll get the tools, training, and support to carve out a career that excites you.
- Global Opportunities: Fancy working abroad? We've got you covered.
- Work-Life Balance: Flexibility and a supportive culture make it easy to succeed without burning out.
If you're ready to take your recruitment career to the next level in a role where no two days are the same, apply now and let's chat!
