Empired - Service Desk Engineer Internship

Perth, WA

Role Description

Empired Ltd is a national IT Services Provider with a broad range of capabilities and a significant player in the West Australian ICT consulting market with an enviable list of blue-chip clients.  Empired consultants specialise in the provision of Business Strategy, Requirements Analysis, Solution Architecture, Software Development, Vendor Management and Project Delivery services. 

Empired is offering a 6-month Work Integrated Learning scholarship for a student to join their IT Service Desk. The Service Desk Engineer is the key person in the delivery of end-to-end remote technical support to Empired clients. 

This role works within the Service Desk team and across multiple clients.  First level assistance to users and assisting in the recording and triage of incidents and requests to relevant support teams.

 

Responsibilities include

  • Respond to cases logged by Customer, Operations and Automated Ticketing.
  • Adhere to Service Level Agreement response and resolution time requirements.
  • Ensure cases are updated as per customer Service Level Agreement.
  • Retain ownership of Customer issues until resolved, escalated or accepted by another individual.

 

Required Skills/Knowledge

  • Desktop fundamentals
  • Solid verbal and written communication skills; technical writing
  • Customer focused with strong customer service skills
  • Demonstrated knowledge of Windows and MS Office environments
  • Basic understanding of connectivity within a network, understands TCP/IP and name resolution and familiar with infrastructure services (e.g. DNS, DHCP, WINS)
  • Demonstrated knowledge of networking & client/server environments

 

Desired Experience/Skills

  • Quality outcome focus combined with a sense of urgency
  • Inquisitive, challenge the status quo
  • Process focused
  • Good team player
  • Ability to work to documented procedures, agreed deadlines and deliver to service level agreements
  • Good analytical and troubleshooting skills

 

Qualifications

You must be currently enrolled in an Information Technology / Information Systems or similar course at an Australian University.

About

  • Type

    Work Integrated Learning

  • Company

    Empired

  • Scholarship Amount

    $16000

  • Undergrad or Postgrad

    Undergraduate

  • Length

    6 months

  • Working hours

    Full time

  • Required residency

    Australian citizen or permanent resident

  • Application closing date

    27-Jul-2018

  • Expected start date

    06-Aug-2018

  • Location

    Perth, WA