oracle
Desktop Support Engineer
MUFG Corporate Markets
AUS
Onsite
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Provide end user hardware, software and infrastructure support.
Work closely with the End User Support Team to provide second and third-line operational support and ensure timely and efficient resolution of incidents and service requests.
Desktop support, asset provisioning, configuration, collection, software installation (unpackaged apps), low level commas room support.
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Overview
Provide end user hardware, software and infrastructure support.
Work closely with the End User Support Team to provide second and third-line operational support and ensure timely and efficient resolution of incidents and service requests.
Desktop support, asset provisioning, configuration, collection, software installation (unpackaged apps), low level commas room support.
Key Accountabilities And Main Responsibilities
- Deliver customer excellence and adhere to best practice principles
- Efficient and effective ticket management and resolutions to maintain key performance indicators
- Ownership of support tickets and regular communication on progress
- Act as a subject matter expert, escalating issues when required
- Proactive mindset with the ability to close knowledge gaps and reduce waste
- Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
- Contribute to technical support articles in the knowledge management database
- Drive service improvement by developing process and procedure documentation
- Support the major incident management and problem management process as required
- Efficient and effective delivery of second and third-line operational support including (but not limited to) desktop and client support, local server and network support, desk-side delivery and desk-side training of end users
- Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
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