End User Computer Tech

Kubota Australia And New Zealand; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Tech equipment provided

Novated leasing salary sacrifice

Up to 15% superannuation

21 days annual leave

CSR activities

Job summary

Kubota Australia and New Zealand is seeking a capable End User Computer Tech to support internal and external customers with timely Service Desk responses and proactive IT assistance in Melbourne.

You will triage and resolve hardware and software requests, maintain service records, and collaborate on EIT projects while ensuring policy compliance and healthy vendor relationships. A tertiary IT qualification and strong customer focus are essential.

Qualifications

• Tertiary IT qualification.
• Proven track record in daily Service Desk operations.
• Broad hardware/software technical capability with quick upskilling.
• Experience in project coordination; knowledge of waterfall and agile.
• Strong customer empathy and service ethic.
• Solid organisational, time management and delegation skills.
• Excellent research, analytical and problem solving abilities.
• Strong interpersonal skills for stakeholder management.
• Ability to work autonomously and in a team.
• Experience coaching others in a collaborative manner.
• Familiarity with Kubota business apps and infrastructure.

Responsibilities

• Provide customer care via multiple mediums to resolve End User Computer requests within policy and SLAs.
• Triage, allocate and escalate requests; monitor progress to manage customer expectations.
• Perform hardware/software troubleshooting to ensure effective operation.
• Proactively advise and support users on optimal use of their technology.
• Create and maintain Service Desk registers and databases.
• Report on End User Computer Tech activity.
• Suggest remediation or prevention where hotspots or trends emerge.
• Participate in EIT projects and lead small initiatives with guidance.
• Lead or facilitate issue resolution teams during outages affecting user groups.
• Ensure compliance with IT policies; raise concerns to management as needed.
• Liaise with external vendors/contractors for effective resolution.

Skills

Service Desk

End User Tech

Customer Care

Troubleshooting

Communication

Education

IT degree or diploma

Tools

Hardware & Software

Job description

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 timeframes
• Ensure appropriate triage, allocation and escalation of requests and issues. Manage customer expectations for delivery by monitoring the progress of all requests/ work items.
• Undertake 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 assistance.
• Proactively assess and provide pre-emptive advice and support to individual users in relation to the optimal use of their allocated technology
• Create, develop or maintain all required Service Desk related registers and databases
• Report on End User Computer Tech activity
• Provide recommendations for remediation or prevention of issues where a hotspot or trend emerges.
• Participate 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 guidance.
• Lead or facilitate ‘trouble-shooting’/ issue resolution teams in the event of issues affecting user groups, such as system downtime or outage
• Monitor compliance by customers with IT policies and procedures, particularly in relation to security, so far as practicable. Raise any concerns to management, as appropriate
• Liaise 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 procedures

QUALIFICATION/KNOWLEDGE/SKILL/EXPERIENCE (SELECTION CRITERIA)

• Tertiary qualification in IT
• Proven track record of effectively undertaking the daily operations of a Service Desk (Help Desk)/ End User Computer Tech function
• Highly developed, proven technical capability across a broad range of hardware and software, with proven capability to quickly upskill on new technologies
• Experience in project coordination. Developing skills in project management (waterfall and agile methodologies)
• Strong customer empathy and proven customer care skill and ethic
• Strong organisational skills, particularly time management, prioritisation and delegation skills.
• Exceptional research, analytical and problem solving skills and trouble-shooting capability.
• Strong interpersonal and relationship management skills, particularly in relation to effective communication with a broad range of internal and external stakeholders
• Ability to work autonomously and as part of a team
• Proven ability to coach and guide others in a collaborative, supportive way
• Experience 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 systems.

Work with great people in a globally recognised, stable brand with a focus on ongoing business growth and sustainability.

Benefits include:

• Required tech equipment
• Salary sacrifice option for novated leasing motor vehicle/s and product discounts via Flare Benefits and in-house product purchase discount
• Option to attain up to 15% superannuation
• 21 days Annual Leave
• Opportunity to participate in Corporate Social Responsibility activity