Level 1 Helpdesk Analyst

Location: Sydney
Job type: Temporary
Salary: $AU$60000.00 - AU$70000.00 per annum
Contact name: rashmik@thenetworkit.com

Contact email: laurene@thenetworkit.com
Job ref: BBBH8093_1664515418
Published: over 1 year ago

L1 Service Desk Analyst

  • Work in friendly supportive team
  • Work in modern offices
  • Flexible working (2 days from home/remote & 3 days onsite)
  • Location: North Ryde

About the company

Work with a ASX listed industry leader in Australia and New Zealand providing building products and materials. They provide innovative and sustainable building solutions across the residential, commercial, and industrial segments.

About the role

You will be responsible for delivering outstanding customer service and work alongside tight knit team to assist users with level 1 technical support.

Key responsibilities

  • Ensure all Helpdesk monitoring & testing processes are adhered to on a daily basis.
  • Build productive relationships with Support groups & customers.
  • Acquire & maintain knowledge of the systems & solutions to enable suitable troubleshooting, diagnosis & resolution of incidents as applicable.
  • Participate in knowledge sharing by creating and updating knowledgebase articles.
  • Continuously evaluate and identify opportunities to drive process improvements.
  • Distribute escalated incidents & standard requests to support teams.
  • Provide sufficient information within incidents & standard requests.
  • Provide accurate information\solutions to customer incidents & enquiries.
  • Complete accurate recording & classification of all Incidents, Standard requests & queries within the Incident management system.
  • Ensure all Helpdesk processes are followed as required with particular importance to process (including resolution activities).
  • Assist with 1 week per month of on call support (can be done remotely)

Skills and Experience

  • Understanding of Information Technology functions within an Enterprise environment (Applicable to the role).
  • Understanding of the Information Technology policies, systems, processes and procedures appliable to the role.
  • Strong decision making, problem solving and analytical skills.
  • A customer-focused approach to meeting and exceeding customer expectations.
  • Excellent organisational and time management skills.
  • Ability to manage high level of call volumes whilst adhering to KPIs and SLAs.
  • Ability to prioritise work and meet tight deadlines.
  • Strong written, verbal & interpersonal skills.
  • A methodical and thorough approach to all tasks.
  • Establishing effective working relationships with others

Benefit and culture

  • Flexible working environment
  • Fantastic culture; friendly, supportive team
  • Ongoing training and opportunities to grow your career

How to apply

Click APPLY NOW or email your CV to rashmik@thenetworkit.com or call 0433998684 for a confidential chat.