IT Support Specialist
Youi Insurance
Brisbane, QLD
07.2024 - Current
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
- Used Cherwell ticketing system to manage and process support actions and requests.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Assisted users with remote desktop tools like Team viewer, CMRC viewer and NinjaOne