Job role: Service Desk Analyst
Location: Sydney, NSW
Type: Permanent Opportunity
Please only apply if you're an Australian Permanent Resident OR Citizen.
The role
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As a Service Desk Analyst, your role involves delivering excellent customer service and technical assistance to both the organisation and its partners. You will be part of a larger team that serves as the main point of contact for addressing all IT incidents and requests. You will also be responsible for addressing and solving technical problems and inquiries raised by employees through various channels (phone, email, in person and chat). This role demands exceptional troubleshooting abilities, a focus on providing top-notch customer service, and a solid grasp of technical concepts.
Key responsibilities but are not limited to:
- Provide technical assistance to employees via telephone, email, chat, or face-to-face discussions, managing problems tied to hardware, software, and technology.
- Provide efficient updates and effective communcaitions to end users.
- Deliver training and advice to users on fundamental technical assignments and self-help references.
- Engage in initiatives linked to user support, like system enhancements, software introductions, or process enhancements.
- Carry out remote desktop support sessions to guide users through addressing and resolving technical predicaments.
- Precisely record, categorise, assess, and oversee the progression of all Incidents and Requests impacting IT services, utilising the service management tools.
- Execute hardware repairs, substitutions, and enhancements, in coordination with relevant vendors and suppliers, when needed.
- Work jointly with internal technology units, as appropriate, to diagnose and settle issues.
- Arrange and oversee numerous incidents and service appeals, skillfully weighing the urgency and influence on business operations.
Key requirements:
- 3+ years’ experience in a similar role
- Excellent verbal and written communication skills
- Demonstrated ability to articulate ideas to both technical and non-
technical stakeholders. - Experience in supporting Windows 10 operating systems and
Microsoft Office 365. - Understanding of Active Directory, Intune, Azure AD and
administration processes - Knowledge and understanding of ITIL processes including
Incident, Service Request, Problem and Change Management. - Excellent knowledge and experience in supporting hardware –
Desktop, Printers and Peripherals - Experience working in IT, ideally in a technical services role.
If this sounds like an opportunity you would be interested in, please apply with an up to date CV or email at natalie.dinh@randstad.com.au.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.