Iti Desktop Support Analyst

Rabobank is the world’s leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients.

Our purpose is clear: we enable our clients to feed the world sustainably. Our commitment to our employees and customers is at the heart of everything we do.

Job Overview & Purpose:
Technical Support will be provided over the phone, in person or via remote assistance.

Context of Job:
IT Infrastructure (ITI) Workplace Support is the primary contact for all IT related enquiries for staff in Australia and New Zealand.

The ITI Desktop Support Analyst will provide assistance and guidance on all IT related matters for Rabobank staff in Australia and New Zealand.
- Ensuring business targets are delivered within agreed SLAs;
- Answer the ITI Workplace Support phone and accurately record all call details into the call logging system;
- Document policies and procedures for the support and maintenance of ITI Infrastructure;
- Update and maintain documentation and knowledge base;
- Administration and Support of software deployment;
- Monitor and Maintain Patching Compliance of all end user devices;
- Monitor and Maintain latest levels of Anti-Virus software on all end user devices;
- Update and maintain the asset management register and CMDB;
- Assist with purchasing of hardware and software.

**T**his is a 6-month fixed term contract, with the possibility of an extension**.**

Key Responsibilities and Accountabilities:

- 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.
- Inspire and develop -