Senior Desktop Engineer

• Location: Brisbane, Queensland
• Remote: Hybrid
• Type: Contract
• Job #18551

About the role 

You will provide end-to-end desktop and Microsoft 365 management and support for Queensland Government agencies, in particular supporting the Machinery of Government (MoG) transition, which includes the separation, migration, and stabilisation of desktop and Microsoft 365 services across impacted agencies. The MoG program is driving a sustained increase in desktop support demand due to parallel operating environments, device reconfiguration, user transition activity, and heightened support requirements during cutover periods.
As a key member of the team, you will lead the provision of end-to-end desktop support and advice to customers, business partners and internal staff. You will also collaborate closely with other teams, especially those which manage the ICT infrastructure stack for example, Internetworking, Architecture, Product Management, Customer Relationship Managers, Solutions Implementation Teams, and Project Delivery.

This role may include the provision of after-hours support.

Key responsibilities 

 As the Senior Desktop Support Officer you will:

• Actively participate in a responsive and effective incident and problem resolution service that will minimize disruptions and meet agreed performance targets for the desktop environment including peripheral devices.
• Maintain high levels of professional communication with clients and management regarding desktop service requirements to ensure the provisioning of a timely, cost effective and efficient service.
• Mentor, support and provide technical leadership by working cooperatively with both first level (Service Centre) and third level (Microsoft Support Services) support teams to continually improve the value of desktop support services to clients through the provision of appropriate, efficient and effective product and services
• Follow established processes on incident management and escalations through the Service Management request/incident management application (ServiceNow)
• Assist in the planning, development and execution of strategies for the provision of client valued, integrated and effective technology services
• Provide a high level of customer service in the technical support of both hardware and software to solve problems reported through the IT Service Desk and provide necessary feedback to clients during problem solving
• Actively participate in a working environment in which high quality services are delivered to clients through fostering adherence to the quality system documentation, continually seeking improvements in the way in which work is undertaken and aligning with recognized leading IT practices such as ITIL
• Ensure change management and desktop governance processes are followed to maintain a manageable and available desktop environment.
• Ensure adherence to the quality system documentation, and continually seek improvement in the way in which work is undertaken.

Highly desirable criteria 

• Windows Desktop Operating System (Windows 11)
• Microsoft Active Directory
• Microsoft Endpoint Configuration Manager
• Microsoft Defender
• Microsoft 365 (Office Apps, Sharepoint and Teams)
• AoVPN or other remote connectivity
• Entra ID administration
• Exchange Online administration
• Microsoft Teams and Teams Calling administrator

Desirable criteria 

• Microsoft Intune configuration
• IOS management and Apple Business Manager
• PatchMyPC

Benefits 

• Work with a variety of stakeholders across government
• Exposure to modern Microsoft technologies and enterprise environments
• Meaningful government work with real impact

Contact details 

For a confidential chat, please contact Raisa on?0437 318 208?or via email at raisa@exclaim-it.com.au and we would be more than happy to provide you with additional information and assist in the application process.?