• Ticket logging, escalation and resolution• 2nd and 3rd level escalation point of contact for the Service Desk• Providing 1st, 2nd and 3rd level desktop support for internal and external stakeholders• Providing support to interstate offices where required• Technical documentation• Process documentation• Asset management for Australia north• 2IC Senior Analyst Supervisor duties for Australia north• Hosted skills workshops• Hosted training workshops

• Ticket logging, escalation and resolution• Providing 1st, 2nd and 3rd level infrastructure support for internal and external customers• Technical documentation• Providing after-hours on-call support (as required)• 2IC Service Desk Team Leader duties• On-site customer scheduled maintenance and network support• Managing the Service Desk queue• CMDB maintenance

• Ticket logging, escalation and resolution• ADHOC statistical reporting for internal and external key stakeholders• Trend and analysis reporting for internal and external key stakeholders• Providing 1st and 2nd level support for internal and external customers (where required)• Managing the Service Desk team• One on one mentoring• Hosted skills workshops• Training the Service Desk team to further their IT knowledge and careers• Meeting with management of various Service Desk and NOC stakeholders on a monthly basis• Maintaining and updating the internal SOE Imaging and Anti-Virus• Completing 2nd and 3rd level engineering work (as required)• Ensuring that daily SLA requirements are met by the entire Service Desk team• Maintaining an ongoing task register of tasks to be completed by all members of the Service Desk• Chairing weekly Service Desk meetings• Managing internal and customer support documentation• Managing engineering and Service Desk team on-call/shift roster• Providing after-hours on-call support (as required)

• Ticket resolution• Level 1 and 2 on-site support• Service Desk escalation contact• System maintenance and troubleshooting• SOE deployment• Strategic Projects

• Ticket logging, escalation and resolution• Level 1 and 2 remote support• Resource coordination• Application troubleshooting• Printer troubleshooting• WAN/LAN troubleshooting• Warranty logging• SOE deployment

• Stock inventory and analysis• Stock ordering and deliveries• Customer service• Handling money and banking• Stocking shelves