Level 2 Desktop Support Analyst

  • Post Date: July 12, 2018
  • Applications 0
  • Views 116
Job Overview

We are currently looking to engage a Level 2 Desktop Support Analyst who can support an enterprise wide program of work for a large and complex Government organization.

The Desktop Support Analyst Level 2 provides onsite support to users to troubleshoot and resolve issues of moderate complexity. The overall aim is to provide excellent customer service and assist the business with their use of digital platform. The environment would best suit an experienced professional with both commercial and government expertise.   

Role Responsibilities:

  • Assist on the development and implementation of Windows based solutions as per design.
  • Provisioning of day-to-day support for project infrastructure prior to project completion.
  • Provide consultation to clients on infrastructure related issues relating to business applications
  • Ensure that all project work is implemented in compliance with the relevant documented policies, including architectural and security standards.
  • Identify and mitigate any risks to Desktop support services on behalf of clients and/or the eHealth businesses.
  • Provide input to reporting that supports defined SLA’s, timeframes, quality/integrity as well as identifiable and actionable insights.
  • Manage incident & request triage and response/resolution in accordance with agreed SLA and customer service metrics.
  • Ensure that all project and change initiatives are delivered according to scope, quality, timeframes, effort estimates and cost.
  • Develop, review and maintain Knowledge base of the Desktop team and implement preventive maintenance regimes across all equipment (hardware/software) within the portfolio of Desktop services.
  • Perform root cause analysis through problem management and actively drive and recommend continuous service improvement across the Desktop portfolio.

Experience Requirements:

  • Experience and a record of achievement in the delivery of value added Desktop Support Services in a large and complex service environment, including relevant qualifications or equivalent demonstrated experience. This includes extensive knowledge and demonstrated experience across multiple Microsoft/Citrix/Apple platforms/technologies/disciplines and applications, ITIL v3 certification.
  • Demonstrated Knowledge and experience in configuring, deploying and supporting end user compute hardware and software using SCCM.
  • Experience in configuring and connecting end user compute devices to LANs/Wi-Fi etc. Technical understanding of DNS, Proxy and Group Policies
  • Excellent communication (verbal/written), negotiation and consultative skills. Proficiency in documenting results of technical and other investigations.
  • Demonstrated time management skills and ability to manage competing priorities while being able to meet agreed timelines against any agreed initiatives/goals & objectives.
  • Experience in supporting Microsoft Operating Systems including Microsoft products.


If you are interested in the role, please call Ra’id at 0450 002 100

To be considered for the role click the ‘Apply’ button or for more information about this and other opportunities please contact Ra’id Ahmad on 02 9464 5554. Please quote our job reference number: 200179015.

Job Detail
  • Salary35 - 45
  • Reference Number200179015_3
  • External Form Linkhttps://goo.gl/mwYtyC
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