Service Desk Analyst
With around 700 employees, this ASX-listed organisation is well known for its supportive and people-focused culture. Once you're part of the team, you'll want to stay! This is a fantastic opportunity for someone seeking a permanent position to start as soon as possible. The role is based in beautiful offices in the heart of Sydney's CBD, just a short walk from all major train stations.
About the role
You'll be the friendly face of IT support, delivering exceptional customer service while helping users with Level 1 and 2 technical issues. Working alongside a knowledgeable and supportive team at the tech bar, you'll solve problems, share your expertise, and keep things running smoothly - all while growing your career in a dynamic, tech-driven environment.
Key responsibilities
- Ensure all Helpdesk monitoring & testing processes are adhered to on a daily basis.
- Build productive relationships with Support groups & customers.
- Manage the Techbar walk-in service, providing a friendly and knowledgeable service to internal customers who drop in the techbar.
- 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 informationsolutions to customer incidents & enquiries.
Skills and Experience
- Proven track record with exceptional customer service performance
- Minimum of 3- 4 years' experience in a Technology support role.
- Experience with Microsoft Technologies - Windows 10, Active Directory, Office 365, Intune, Windows Server, Azure, Skype for Business, SCCM.
- Experience with the following technologies - Citrix, Networks, Cisco, Aruba, Polycom and meeting room technologies an advantage
- Exposure to high-end corporate environments
- Outstanding verbal communication and interpersonal skills
- Ability to liaise in a professional manner with relevant stakeholders
- Demonstrated ability to use initiative, work autonomously and assume full responsibility for completion of tasks
- Effective time management skills and the ability to organise and prioritise tasks to meet deadlines
- Experience managing and supporting Audio Visual technologies in high profile events, presentations and meetings is required
Benefit and culture
- Flexible working environment
- Fantastic culture; friendly, supportive team
- Ongoing training and opportunities to grow your career
- Immediate start
- 5 Extra annual leave days a year
