Senior Service Desk Analyst

As a Senior Service Desk Analyst you will take on a 2IClevel role providing both handson technical support and leadership within the team. You will be a key escalation point for complex technical issues troubleshooting software and hardware problems while ensuring the smooth operation of IT systems. This position requires a strong blend of technical expertise problemsolving skills time management and a customerfocused approach along with the ability to mentor and support junior team members

Responsibilities:

• Technical Support: Provide Level 13 support for software hardware networks and IT systems via phone email chat or inperson. Escalate complex issues as needed.
• Incident Management: Log track and prioritise incidents using IT service tools ensuring timely resolution and adherence to SLAs.
• Problem Resolution: Analyse recurring issues recommend solutions and collaborate with teams to implement preventive measures.
• User Training & Documentation: Create userfriendly guides and conduct training to empower selfresolution of common issues.
• Asset Management: Maintain IT assets software licenses and configurations ensuring accuracy through audits and updates.
• Continuous Improvement: Enhance processes tools and workflows to improve service delivery and team efficiency.

Qualifications :

• Bachelors in IT Computer Science or related field; relevant certifications (e.g. ITIL HDI CompTIA A) preferred.
• 35 years in IT support or service desk roles with leadership experience.
• Strong troubleshooting across hardware software and networks; familiarity with IT service management (e.g. ITIL) and service desk tools.
• Excellent communication stakeholder engagement and leadership abilities to mentor and drive team performance.
• Adaptable to fastpaced dynamic settings with strong multitasking skills.
• CompTIA A Google IT Support Google Workspace Administrator ITIL Foundation are highly advantageous.

Additional Information :

Youll be joining a highly motivated agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hypergrowth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a fulltime workfromhome role.
• Access to coworking spaces in Sydney Melbourne Brisbane and select regional cities.
• Mental health support through our wellbeing platform Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhance your home office with our work from home equipment allowance benefit.
• Being part of one of the fastestgrowing industries in Australia improving the lives of hundreds of thousands of patients.

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We are committed to facilitating a barrierfree recruitment process and work environment. If you require any accommodations we welcome you to let us know so we can work with you to participate fully in our recruitment experience.

Remote Work :

Yes

Employment Type :

Fulltime