AccessEAP is an Australian owned and not-for-profit organisation with over 30 years in the EAP industry. AccessEAP is very proud to be one of the founding members of the EAP industry in Australia. We develop and refine best practice from a diverse experience base across the broad range of industries that we work with.

Main accountabilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, email or walk ups for personal computer hardware or software issues
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Resolve customer incidents and requests in accordance to SLA’s.
• Escalate unresolved issues.
• Manage and configure Jira Service Management tool constantly looking to automate workflow.
• Manage and maintain the AccessEAP CMDB and Assets.
• Manage Palo Alto Secure Access Service Edge (SASE) Network, Cortex XDR and ensure the security of the AccessEAP environment
• Manage Mimecast and reporting, ensuring compliance and risks are identified.
• Knowledge of the ISO27001 global cyber security standard.
• Drive compliance with GRC and Cyber Security, ensuring we continue to meet ISO27001 compliance.
• Maintain evidence folder for annual ISO27001 certification audit, including supplier checklists, user access reviews etc.
• Monitor all problems reported to the helpdesk and ensure customers are regularly notified of updates to their incidents/requests
• Record events, incidents, requests and problems and their resolution in the IT Service Management tool.
• Produce reports reflecting Service Desk performance against SLA’s.
• Maintain a knowledge base transferrable to our customers for self-serve
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Keeping Management aware of potential areas for product enhancement and educational requirements. Liaising with Managers/Supervisors regarding potential incidents or problems.
• Identify and suggest possible improvements on procedures and processes
• Liaise effectively with Suppliers and MSP’s.

Position requirements

• Proven experience as a Senior Service Desk/System Analyst or other customer support role
• Tech savvy with working knowledge of office365, applications, networking, databases and remote access
• Good understanding of computer systems, servers, wired and wireless networking, mobile devices and other tech products
• Ability to diagnose and resolve basic to inter-mediate technical issues
• BSc/BA in IT, Computer Science or relevant field
• Experience with ISO27001 compliance