Service Desk Analyst WFH AU Client

Primary Objective:

The Service Desk Analyst plays a key role in directly assisting customers with resolving issues related to software hardware telephony cybersecurity internet and network services.

Roles & Responsibilities:

Service Desk Support 60

• Diagnose and resolve customer issues within the agreed SLA for response and resolution times.
  

• Provide exceptional support and offer solutions to enhance security and productivity.
  

• Prioritize phone calls over emails to identify new opportunities or address additional concerns.
  

• Identify opportunities to upsell products and services (e.g. Copilot CSAT LastPass DUO SharePoint redesign).
  

• Document solutions in CW tickets and IT Glue.
  

• Offer training on new software or hardware to clients as necessary.
  

• Collaborate with thirdparty vendors suppliers and partners to resolve issues and implement solutions.
  

• Provide onsite assistance when required.
  

• Monitor KPIs and SLAs daily.
  

• Complete time sheets daily and ensure all responses are recorded.
  

Network Operations Center 10

• Resolve NOC tickets (including Backup) efficiently within agreed SLA times identifying root causes where possible.
  

• Develop expertise in RMM tools (e.g. NAble/) and provide feedback for system improvement.
  

• Contribute to documentation regarding patching processes timing and failure protocols.
  

• Perform or monitor automated updates for firmware and software (e.g. Firewalls Servers Switches Access Points PBX IP phones).
  

Security Operations Center 10

• Monitor cybersecurity incidents for Danet and its clients within SLAs and ensure proper followup and root cause resolution.
  

• Respond to critical cyberattacks and provide postevent reports.
  

• Assist with scheduled Secure Score Checks ISO tasks and reports (e.g. Cyber insurance surveys internal ISO audits).
  

Project Tasks and Project Management 10

• Complete project tasks as assigned by the Project and Operations Manager (e.g. machine builds tenancy configurations data migrations).
  

Continuous Improvement and Governance 10

• Review and suggest improvements for documentation ensuring the Service Desk Manual and related documents are uptodate.
  

• Participate in training for self and team members and recommend process improvements.
  

• Communicate proactively with team members and identify opportunities to reduce recurring issues for customers and Danet.
  

• Promote a cybersecurityaware culture within Danet encouraging staff to adhere to ISO policies and report risks.
  

Requirements

Attitudes and Behaviours

• Confident communicator both written and verbal.
  

• Customer satisfactiondriven with a strong desire for improvement and success.
  

• A continual improvement mindset with a calm and considered approach.
  

• Planned and deliberate in approach to work.
  

This role requires a dynamic individual capable of thriving in a fastpaced environment continuously seeking personal and professional development and driving improvements in IT infrastructure and support services.

Security and Compliance:

• Implement and manage Office 365 Azure firewall configurations and security solutions ensuring compliance with IT security standards.
  

• Continuously assess and improve the security posture of the organization s IT infrastructure.
  

Cloud Services Management:

• Manage and optimize cloud environments (e.g. Microsoft Azure Office 365 for efficiency and costeffectiveness.
  

• Leverage cloud technologies to enhance organizational agility and scalability.
  

Professional Development:

• Stay updated on industry trends technologies and best practices.
  

• Mentor junior team members and contribute to knowledge sharing and professional growth.
  

• Industry certifications (e.g. Microsoft Certified: Azure Administrator Associate MCSA/MCSE CompTIA Security) are highly desirable.
  

• Experience with ticketing systems (preferably ConnectWise Manage).
  

• Familiarity with RMM systems (e.g. NAble NCentral JAMF Pro ImmyBot Kandji).
  

• Experience with backup systems (e.g. KeepIT StorageCraft Cloudberry Datto Azure AvePoint).
  

• Experience with telephony systems (preferably 3CX).
  

• Familiarity with documentation systems (e.g. IT Glue).
  

• Network configuration and maintenance experience (preferably Fortinet Ubiquiti Datto Cisco Meraki HP/Aruba).
  

• Office 365 and Azure administration experience.
  

• Familiarity with Intune and Autopilot.
  

• Ability to multitask and triage work effectively.
  

• Experience working autonomously and as part of a team.
  

• Knowledge of Google Workplace.
  

• AWS experience (preferred).
  

• Scripting and PowerShell skills.
  

• Familiarity with various Microsoft 365 licenses.
  

• Setup and Location: WFH/Remote (Eventual on call after AU Shift)
  
• Work Schedule: 8:30 AM to 5:30 PM (AEST) 6:30 AM to 3:30 PM (PH Time)
  
• Employment Type: Fulltime
  

Benefits

• HMO Dental and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
  
• Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
  
• Employee Engagement Activities: YearEnd Party Family Day Team Building and more!