IT Service Desk Analyst
IT Service Desk Analyst
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Job Description
Due to an internal promotion we have a position available within our IT Service Desk Team. At the core of the role is fantastic service and a drive desire and passion to create amazing outcomes for our customers. The Service Desk Support Team is the first touchpoint for all Technology related calls and tickets. Reporting to the Service Desk Team Leads your ability to work under pressure troubleshoot and diagnose issues coupled with great communication will be key to your success.
Key Duties
- Ensure all calls are answered within a specified period
- Provide a first-class service through to resolution within agreed SLAs
- Document and maintain accurate records of support activities and troubleshooting
- Assist in investigating analysing and resolving hardware problems including performing hardware repairs maintenance technical assistance and support on all computing equipment and peripherals
- Troubleshoot and resolve issues related to network and printers
- Provide remote and on-site support as required by the business
Qualifications :
To be considered for this role you will need to be an experienced Service Desk agent who has consistently demonstrated the ability to solve complex issues. Whilst technical experience is paramount your ability to understand and work with the end user is just as important.
- 2 years of working on a technical service desk or similar support environment
- At least 1 year experience troubleshooting and solving complex issues
- High level of experience in Office 365 applications support
- Experience with Windows Server for items such as Active Directory Print Services etc
- Experience in Office 365 applications support
- Experience with Freshworks or similar ticketing system
- Sound understanding of ITIL practices
- Experience using Pure Cloud or similar phone systems
- Able to work in high growth businesses with high volumes of data & information and ever-changing needs
- Exceptional attention-to-detail
- Great interpersonal and Communication skills
Additional Information :
This role will be based in our Melbourne office.
We are not accepting applications from outside of Australia or from recruitment agencies.
You are welcome here.
Our fast-growing team of more than 3500 people around Australia represent a huge array of life experiences skills and ways of thinking. We value all these differences.
We are an Equal Opportunity Employer proudly welcoming people with disability including mental health conditions people from diverse cultural and linguistic backgrounds people from the LGBTQI community veterans carers and Indigenous Australians to our team.
We are happy to adjust our recruitment process to support accessibility needs.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
