Overview
Service Desk Analyst role focused on providing call desk services and level 1 technical support to customers and internal teams. You will be part of a dynamic, customer-facing environment, adhering to agreed Service Level Agreements while helping shape the future of our industry.
Responsibilities
* Diagnosis and resolution of desktop/laptop/portable device hardware and software issues, printer hardware and software issues.
* Performing administration tasks such as password resets, account creations/deletions, as defined in customer configuration processes and procedures.
* Conducting backup checks and raising tickets for errors.
* Managing more complex problems from within the team as needed.
* Tracking and routing problems/requests and documenting resolutions.
Absolute Musts
* Working knowledge of configuring and troubleshooting Windows-based desktop/laptop hardware and software platforms.
* Basic printer and MFD troubleshooting skills.
* Ability to conduct first level domain administration across Microsoft Active Directory (Account Administration, mailbox administration).
* Server technologies and support (DHCP, DNS, and Group Policies, etc.).
Certs and Skills
While not essential, ideally see any of these:
* Microsoft Certifications: Azure Fundamentals
* Microsoft 365 Certified: Modern Desktop Administrator Associate
* ITIL Foundations v3 or v4
* Cybersecurity Essentials
* Bachelor's degree in computer science (or a related field)
More than a role
Our role descriptions are customer-facing and focus on responding to and resolving support requests (phone, email, or tickets) within SLAs. We value a culture of professionalism, client-centric excellence, collaboration, continual learning, and sustainable practices.
Diversity and inclusion
We encourage applicants from Aboriginal or Torres Strait Islander communities to apply.
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