Desktop Support Analyst
**Company Details**
Fortune 500 Company. General Insurer. Fast growing, dynamic organisation, dedicated to the development of its people.
Our organisation is actively committed to Innovation. Team members throughout our business live the Innovation Behaviours. This fosters an Innovation culture where new skills are learnt, ideas are shared and opportunities are created as we strive for better outcome.
**The Role**
Provide timely Desktop Support (Level 1) to Berkley staff in person and remotely for our Australian and Asia Pacific offices.
This position will lead into gaining IT experience to support management and administration of enterprise grade technologies such as Cisco, Citrix, Windows Server, M365, VMware, Nutanix and Rubrik.
**Key Responsibilities;**
The hours of the service desk shifts will vary as support covers 8am to 6pm Sydney time for Asia Support as well as occasional after-hours installations.
Responsibilities include:
- Incident administration
- User account deployment
- User security access changes
- End user assistance
- End user Equipment deployment and administration
- IT Consumables administration
- PC / Peripheral hardware / software error investigation / reporting
- Server / Network Service error investigation / reporting
- Print /Scanning administration and assistance
- Voice Mobile /Fixed line administration and assistance
- PC / Peripheral hardware warranty / fault service calls
- Server / Network hardware warranty / fault service calls
- 3rd party Hardware / Software support liaison
- Periodic / ad-hoc meetings with staff to discuss IT directions and solutions
- Other IT tasks as needed to ensure business needs are met.
- Availability for some out of office hours support and on call duties as needed to ensure business needs are continuously met.
- Some limited travel may be required
Essential:
- A bachelor degree in Information Technology, Computer Science/Engineering or a related discipline.
- A minimum of 1 years' experience in a customer focused Service Desk role
- Excellent knowledge of Desktop technical support, MS Office and Windows 10/11
- Pro-active approach to problem solving and delivering resolutions
- Team collaboration
- Self-motivation to learn and grow with the position
- Excellent communication skills
- Genuine Interest in IT and willingness to expand horizons
- Pro-active approach to user interactions and resolutions
- Flexibility to adjust to complex environments
- Ability to multi task
Desired:
- Experience with Citrix Virtual Apps and Desktops
- Understanding of ITSM and tools such as Atlassian Jira and Confluence or ServiceNow
Job ID 10357