End User Computer Tech

Support the Kubota Australia and New Zealand team and external customers, with an effective and efficient End User Computer Tech function. Provide customer care and prioritise, escalate, track and resolve Service Desk requests within policy and procedure guidelines to agreed service level parameters and timeframes.The job you will love, includes these responsibilities :Provide customer care via a range of mediums to internal and external customers to ensure the resolution of End User Computer requests within policy and procedure guidelines and to agreed service level parameters and timeframesEnsure appropriate triage, allocation and escalation of requests and issues. Manage customer expectations for delivery by monitoring the progress of all requests/ work itemsUndertake a range of technical or trouble-shooting actions on hardware and software to ensure effective and efficient operation within the limit of skill and ability. Escalate requests as and when required for assistanceProactively assess and provide pre-emptive advice and support to individual users in relation to the optimal use of their allocated technologyCreate, develop or maintain all required Service Desk related registers and databasesReport on End User Computer Tech activityProvide recommendations for remediation or prevention of issues where a hotspot or trend emergesParticipate in EIT department projects and across the spectrum of team activity. May undertake coordination activity for End User Computer Tech related projects or lead small projects with guidanceLead or facilitate ‘trouble-shooting'/ issue resolution teams in the event of issues affecting user groups, such as system downtime or outageMonitor compliance by customers with IT policies and procedures, particularly in relation to security, so far as practicable. Raise any concerns to management, as appropriateLiaise with external vendors/ contractors to ensure effective resolution of requests (as appropriate)Other duties within the limits of knowledge, skill and experience. Assist across the EIT team and organisation with other EIT tasks (as directed)Take all reasonable actions to ensure the health and safety of self and others, follow company and OHS policies and proceduresRequirementsQUALIFICATION/KNOWLEDGE/SKILL/EXPERIENCE (SELECTION CRITERIA)Tertiary qualification in ITProven track record of effectively undertaking the daily operations of a Service Desk (Help Desk)/ End User Computer Tech functionHighly developed, proven technical capability across a broad range of hardware and software, with proven capability to quickly upskill on new technologiesExperience in project coordination. Developing skills in project management (waterfall and agile methodologies)Strong customer empathy and proven customer care skill and ethicStrong organisational skills, particularly time management, prioritisation and delegation skillsExceptional research, analytical and problem solving skills and trouble-shooting capabilityStrong interpersonal and relationship management skills, particularly in relation to effective communication with a broad range of internal and external stakeholdersAbility to work autonomously and as part of a teamProven ability to coach and guide others in a collaborative, supportive wayExperience in project coordination. Developing skills in project management (waterfall and agile methodologies)Working knowledge of incumbent Kubota business applications and infrastructure/ hardware (strongly preferred). Developing knowledge of evolving developments in technology and business systemsBenefitsWork with great people in a globally recognised, stable brand with a focus on ongoing business growth and sustainability.Benefits include:Required tech equipmentSalary sacrifice option for novated leasing motor vehicle/s and product discounts via Flare Benefits and in-house product purchase discountOption to attain up to 15% superannuation 21 days Annual LeaveOpportunity to participate in Corporate Social Responsibility activity