Job Description:
We are seeking an enthusiastic Service Desk Analyst to provide first-line level 2 & 3 technical support via phone, email or remote access supporting both Australia and New Zealand businesses.
You will troubleshoot and resolve common IT issues on Windows servers/desktops/laptops, Azure, Backups, Office 365, Audiology Software, mobile phones and other key business applications within agreed SLA's. You will also liaise with Level 3 global resolver groups to manage and maintain communication with users.
Your responsibilities will include IT onboarding and off-boarding, continuous process improvements, assisting with Systems setups, maintenance and IT projects, knowledge transfer and training of other Service Desk and users, creating and maintaining IT Knowledge Base documentation and support articles.
You will attend client sites for further troubleshooting and installations as required. To succeed in this role, you will need a Bachelor's degree in IT or relevant working experience, minimum 4-5 years' experience in a Service Desk or IT Support environment, 1-2 years' System admin & infrastructure support - troubleshooting on servers/network etc, and 1-2 years' Server Admin/VMware and backups.
You will have proven troubleshooting and analytical skills using a methodical approach to problem solving, outstanding customer service ethic with excellent written and verbal communication skills, ability to explain technical concepts to non-technical users, strong desktop support skills including Windows 11, MS Office 365, SharePoint, networking, Hardware (laptops, desktops, peripherals, mobile phones, AV equipment and conferencing tools, etc), and experience with Managing Azure Intune and desktop builds.
This is a great opportunity to develop your skills further in a new and exciting industry. Working mostly in our Head Office in Brisbane, Queensland, you will be responsible for attending client sites for further troubleshooting and installations as required.