Desktop Support Technician - Harvey Norman

Harvey Norman; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Salary packaging

Parental leave

Fitness passport

Career progression

Iconic brand experience

Discount purchases

Job summary

Harvey Norman Australia is seeking an experienced End User Services professional to lead and support the delivery of end-user IT services across Windows, O365 and collaboration tools. You will act as a primary escalation point, work onsite between Silverwater and Homebush West, and help ensure reliable service delivery and user satisfaction.

The role requires hands-on management of incidents, changes and configurations, with a focus on improving efficiency, scalability, and technology adoption

Qualifications

• Proven experience delivering end-user services and infrastructure support.
• Knowledge of Windows OS, Office 365 and collaboration tools.
• Experience with IT service delivery and governance processes.

Responsibilities

• Establish and improve engagement with stakeholders to ensure service delivery meets needs.
• Assess efficiency of processes and systems to support current and future requirements.
• Identify vulnerabilities and operational risks, ensuring mitigations are in place.
• Champion initiatives to improve scalability, availability, and adoption of new technologies.

Skills

Windows 10/11

SCCM

MDM

Incident Mgmt

Change Mgmt

Service Desk

Endpoint Mgmt

Vendor Governance

Job description

• Opportunities to make discounted purchases on a great range of products
• Access to Udemy an online training platform with over 5,500 courses
• A friendly and supportive work environment that fosters growth and development.

As Australia's largest retailer of lifestyle products, with nearly 300 stores worldwide, Harvey Norman® has been a part of almost every Australia's shopping experience. Whether getting the latest electronic gadgets, or furnishing your first home, Harvey Norman® is the place where you can shop with confidence.

About the role

Reporting to the Field Services Manager and based onsite between the corporate offices in Silverwater and Homebush West, you will be an integral part of the End User Services Team. Your primary responsibility will be the operational delivery and management of all end-user services and infrastructure, with a continuous focus on enhancing the experiences of our colleagues. As the secondary escalation point, you will be the key contact for resolving any issues the team encounters, providing support and guidance.

The End User Services team support Windows Workstation OS (Windows 10, 11), O365, Microsoft Office, Collaboration Tools such as MS Teams, Mobile Device Management (MDM), Active Directory, Follow-me Printing, Remote Desktop & Remote Access, Third Party software installation, etc.

You will;

• Establish, maintain and improve engagement with internal and external stakeholders to ensure that the delivery of services is meeting their needs.
• Assess the efficiency and effectiveness of processes/systems to deliver current and future customer needs.
• Identify any critical service delivery vulnerabilities and operational risks and ensure adequate measures are in place.
• Identify and champion initiatives that enhance scalability, availability, performance and the adoption of new technologies to drive increased business value.

About you

You are personable and adept at managing competing priorities without becoming flustered. You will have experience interacting across all levels of an organisation, especially at the 'C' level, and you are also willing to get hands-on to resolve critical issues.

You will also have;

• Proven technology domain expertise including but not limited to Windows 10 and 11 Workstation, SCCM and Mobile Device Management.
• Experience in incident, problem, change and configuration management.
• Experience with Endpoint management platforms and Service desk ticketing systems.
• Demonstrated knowledge of IT Service Delivery, along with driving continuing service improvements.
• Experience in governing vendors & suppliers.

This opportunity will provide:

• Salary packaging and novated leasing options for eligible employees.
• Company paid parental leave for eligible employees.
• Access to fitness passport.
• Professional development and career progression.
• Experience working with an Iconic Australian Brand with global success in NZ, Asia, and Europe.
• A supportive team environment that celebrates diversity and promotes a healthy work and family life balance.
• Opportunities to make discounted purchases on a great range of products and services.

Please note that only people with the right to work in Australia should apply for this position.