Why does this position exist? Responsible for acting as the first point of contact through handling calls to the Service Desk from customers in relation to Service Desk and IT related issues. The IT Service Desk team forms part of the Service Delivery Infrastructure team. The primary role of the team is to provide specialist first level support within Desktop infrastructure, telecommunications and applications, to all users located in various sites around Australia and New Zealand.      Major accountabilities of the position:  Coordination of technical support:   Meet the call handling time to ensure call logging queues are kept to a minimum.    Participate in training prior to the system launch date to ensure new systems are supported effectively.     Coordinate and update the Service Desk Knowledge Base to improve first level resolution.     Incident and problem management:     Provide 1st level Desktop, Application and Network support for all users. These users will be located throughout the CBD.   Log, correctly classify and keep current all problems via the Incident Management System, to ensure the integrity of call data and problem management analysis.     Liaising with the Service Desk Manager, Service Desk Team Leader and Senior Service Desk Operators regarding problems and issue/incident reduction.     Best practice and compliance:     Enter allocation of assigned time accurately to ensure the time recording system accurately reflects project assignments.   Process all calls via phone and e-mail in line with the current call logging procedures, call priorities and escalation procedures to promote best practice.     Enter incident data according to required standards to ensure continuous improvement and resolution of incidents in a timely manner.     Identify service improvement initiatives, to ensure process improvement. Service delivery:     Accountable for achieving individual KPIs specific to the Service Desk area, to ensure the defined internal KPIs are achieved by the Service Desk Centre.     Inform customers on their individual call status to ensure customers are appropriately informed of progress to schedule.    Technical Experience:   Microsoft Windows 7, MS Active Directory, MS Office Suite 2007 incl Outlook    VMware virtual infrastructure     Windows Mobile Devices (Active Sync)    Landline voice and VoIP (Avaya, CISCO)     Workstation, Laptop Hardware     Remote access technologies    General networking protocol knowledge and understanding.    Education:     External study in a PC / IT related course desirable.   ITIL v3 Foundation Certificate in IT Service Management certification desired.     Call Chris Wood for further information on 02 9249 8070 quoting job ref: 1051139. Keywords: Infrastructure, Support, Network