Desktop Support Analyst

Vacancy number • PUB406166

Brunel are seeking multiple desktop support analysts to work within a large oil & gas business as part of their internal ITSM team. We are offering positions from Juniors Desktop Support through to Team Leadership roles working in a dynamic business across both corporate office environments and operational assets.

About this role

Tech Lounge Leadership: Manage and oversee tech lounge areas, serving as the point of contact for in-person user support and ensuring a welcoming and efficient support experience.

User Engagement: Demonstrate outstanding customer service skills, engaging with end-users in tech lounges, and providing empathetic and clear communication to resolve technical queries.

Technical Mastery: Utilize advanced technical skills to troubleshoot and resolve complex desktop hardware, software, operating system, and network issues on the spot.

Complex Problem Solving: Lead the diagnosis and resolution of intricate technical challenges, collaborating with relevant teams and escalating critical issues as required.

Solution Implementation: Guide the installation, configuration, and maintenance of desktop software applications, operating systems, and security updates to optimize user satisfaction.

Hardware Oversight: Manage routine hardware maintenance tasks, including upgrades, repairs, and replacements, ensuring minimal disruption to users' workflow.

Mentorship and Development: Mentor and guide junior team members, sharing technical expertise and fostering their growth within the tech lounge environment.

User Education: Conduct informative sessions and workshops for end-users, enhancing their understanding of software functionality, hardware use, and cybersecurity practices.

Detailed Documentation: Maintain meticulous records of support activities, solutions, and best practices, contributing to the creation of a robust knowledge base.

On-Site Remote Support: Lead on-site remote support initiatives, coordinating effective troubleshooting and ensuring remote users receive timely assistance.

Asset Management: Oversee the management of desktop assets, inventory, and software licenses, ensuring adherence to organizational policies.

Clear Communication: Communicate technical updates, resolution timelines, and strategies to end-users and stakeholders, fostering transparency and collaboration.

Interdepartmental Collaboration: Collaborate seamlessly with other IT teams and departments to address complex technical challenges and enhance processes.

Security Advocacy: Strengthen and enforce IT security policies and practices within the tech lounge environment to enhance data protection.

Crisis Management: Lead the team in providing swift response during critical incidents, minimizing downtime and ensuring effective crisis resolution.

Occupational Health and Safety: Conduct all activities in a safe and efficient manner in accordance with the companies policies and procedures. Always ensure the welfare of personnel and the protection of assets and the environment. Ensure that all equipment meets the necessary safety and regulatory standards. Promote a safety culture within the team

Continuous Learning: Stay informed about technological advancements in the oil and gas industry and desktop support, guiding the team to adapt and excel.

Requirements

Certification in ITIL V4, minimum ITIL V4 Foundation

A bachelor's degree in information technology, computer science, or a related field is preferred.

Technical Proficiency: Familiarity with desktop operating systems (Windows, macOS, Linux), hardware components, and software applications used in the oil and gas sector.

Customer Service: Exceptional customer service skills, with an ability to empathize, communicate effectively, and maintain a customer-centric approach.

Analytical Thinking: Strong problem-solving abilities to analyze and troubleshoot technical issues swiftly and effectively.

Collaborative Spirit: A team-oriented mindset, collaborating effectively within diverse teams and actively contributing to collective goals.

Time Management: Effective time management skills to prioritize tasks, meet deadlines, and manage multiple user requests.

Adaptability: Willingness to learn and adapt to new technologies and practices in a dynamic industry.

Benefits

Successful applicants will be offered excellent hourly rates throughout the course of their 12 month contracts. You will be reporting directly into the managers at our client and build relationships in the business that can be difficult from a traditional MSP.

For those interested, development plans for working offshore or interstate are available as well as promotions into higher levels of the team as you progress. It is expected that your contract will renew at the end of the initial 12 month period.

Join the Brunel Family

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Join the Brunel Family

Brunel are a leading supplier of personnel to the resources industry in Australia with contractors currently working at over 20 international resources companies.

Start applying immediately

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Any questions remaining?

Your consultant, Daniel Vincan is happy to clarify anything about this vacancy. When reaching out, use the pub number: PUB406166

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