We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.

About you:

Reporting to the 1st Line Service Desk Manager based at our office in Melbourne you will work as part of a dedicated team of IT professionals that offer the very highest level of technical support and customer service to a range of internal staff from field based consultants to office-based staff in 30 different locations across the world.

Key aspects of the role will include, but are not limited to:

• Providing technical support via our helpdesk system for a wide range of external and internal applications, Operating systems and hardware and achieve team SLA’s

• Co-ordination and allocation of upgrade equipment to office and supporting staff

• Provide maintenance and break-fix solutions of internal systems within SLA’s

• Communication with all areas of the business including:

• Service notifications and service failure updates

• User training and ‘how to’ information and guidance

Day-to-day, you will:

Supporting/maintenance, installation, and upgrades of:

• Workstations/Laptops

• Desktop software applications

• Internet connections

• Network & Phone cabling

• MS Software solutions

• Communication systems

• Integration systems

• Backups

• Printers

• Phone system (basic level)

• Multiple Server platforms

Other Duties include:

• Preventative maintenance

• Management of training equipment

• Software licence control

• Assistance with sourcing and deploying new equipment

• Accurate asset Management

• Knowledgebase article creation

KPI’s:

Your success in the role will be measured on the following criteria:

• Exceptional Customer service skills in all circumstances

• High levels of communication with all areas of the business

• Fast and accurate troubleshooting of reported faults, meeting daily targets

• Accurate documentation and recording of actions in our helpdesk application

• Above 85% level of response times achieved within Internal SLA’s

• Accurate recording of all IT Asset Additions and changes

• Accurate understanding and adherence to business processes

Experience required:

• You will have been working with Microsoft operating systems for 2+ years.

• You will have been supporting desktop and laptop systems for at least 2 years

• You will have 2 years’ proven experience working with computer networks and TCP/IP

• You will have a proven track record of performing to and exceeding Service Level Agreements

• You will have a proven track record of delivering exceptional customer service

Essential Skills required

• Excellent all-round communication skills to all levels

• PC & Laptop support

• Active Directory Administration

• Working knowledge of Microsoft 365

• Windows 10/11

• Audio Visual / Meeting Room Support

• Working knowledge of PowerShell

• Networking and laptop troubleshooting

• Team working

Desirable Qualifications:-

• ITIL – This would be advantageous

• CompTIA A+, Network +, Fundamentals

Advantageous Working experience:-

• Wide area networks

• Microsoft SQL Server 2008/2012/2014/ 2016

• Intune & Endpoint Protection

• Apple Mac support

As a well-rounded IT Technician, your Skills and Experiences likely include:

• Excellent all round communication skills to all levels

• Supporting a multisite IT infrastructure of at least 150 staff or more

• Experience of working in a small multifunction IT Team

• Working for a software house or IT company a distinct advantage

• Exceptional Customer service skills in all circumstances

• High levels of communication with all areas of the business

• Fast and accurate troubleshooting of reported faults, meeting daily targets

• Accurate documentation and recording of actions in our helpdesk application

• Above 90% level of response times achieved within Internal SLA’s

• Accurate recording of all IT Asset Additions and changes

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.

Love Work. Love Life. Be You.