Key Responsibilities and Accountabilities:

• Provide technical telephone, in-person and remote assistance support for end user devices, Standard Operating Environment and applications.
• Answer the ITI Workplace Support phone and accurately record all call details into call logging system (HP Service Manager).
• Ensure Desktop Support Infrastructure is insulated from unauthorised access, virus infection or any security vulnerabilities and conforms to Rabobank Standards and Policies.
• Update and maintain the Asset Management and CMDB system to ensure data integrity.
• Assume ownership of user queries and co-ordinate escalation of calls to second-line and third-line support.
• Ensure business targets are delivered within agreed SLAs.
• Collate statistical information for weekly and monthly reports.
• Monitor and supervise shipping of parts/components for repair to & from suppliers as required.
• Source quotes and raise purchase orders for IT related hardware and software as required.
• Be self-reliant in managing own work queues and setting priorities in the resolution of problems.
• Co-ordinate and assist with staff relocations.
• Maintain ITI Workplace Support documentation and knowledge base.
• Assist with projects as required.
• Work rotating shifts during ITI Workplace Support operating hours.
• Prepared to work outside of standard operating hours, including weekends and public holidays.
• Maintain and Support the Mobile Device Management system.

Qualifications:
Essential:

• Higher School Certificate or equivalent.

Desirable:

• Currently studying an undergraduate qualification or equivalent in an IT related area.

Experience:

• At least 1 year experience in a Desktop Support role

Knowledge:

• Knowledge of Microsoft System Centre Configuration Manager (SCCM).
• Knowledge of PC Hardware support, configuration & troubleshooting.

Skills:
Interpersonal Skills

• Excellent written and verbal communication skills.
• Ability to communicate at all levels.

Customer Focus

• Ability to identify user requirements and develop solutions.
• Ability to build and maintain internal and external client relationships.

Technical and Specialist Skills

• Desktop Support Experience
• Remote network management and systems monitoring tools.
• Excellent technical documentation skills.
• Active Directory.
• MS Exchange.
• Office 2016 /Office 365
• Windows 7 and Windows 10
• TCP/IP networking.
• Windows Server Administration.
• Experience with the use of remote network management & monitoring tools highly regarded.
• Skype for Business support experience
• Avaya support experience

Planning and Organisation

• Ability to manage software roll out / project timeframes.
• Ability to manage competing priorities and work successfully to deadlines.

Soft Skills

• Organisational skills, initiative, self-motivation and a strong customer focus are essential.
• A strong desire for personal improvement is essential.

Competencies:

• Customer Focus – Engaging the customer in dialogue. Detecting and listing customers’ wishes and needs. Responding and anticipating to this, putting customer interest first. Thinking and acting from the customer’s perspective. Staying focused on creating added value for the customer (customer value) and improving the service provision.
• Partnership – Contributing to a joint result based on the philosophy of reciprocal value creation. Seeking collaboration and supporting others. Showing commitment to the joint objective and acting accordingly. Sharing information and knowledge with others. Achieving and connecting synergies.
• Innovate – Innovating on an ongoing basis by introducing original applications and solutions. Thinking up new methods and processes to replace existing ones. Innovating to arrive at a better result.
• Inspire and develop – Personally open to feedback and growth. Foster growth of individuals and teams in order to achieve goals. Transparency, employability and flexibility are major assets.
• Vision and strategy – Formulate a vision from an external perspective and set direction. Operationalise the course to achieve concrete objectives. Prove yourself to be a reliable partner for customers and employees.
• Organising and monitoring – Organising work systematically, effectively and efficiently. Exhibit cost-consciousness. Monitor progress of tasks, activities and processes, and take action where necessary.

This role will close Tuesday 29 October 2024