Senior Service Desk Analyst
* On-site all days, no work from home option
* Please note that this opportunity is open to Australian Citizens only
The role
We are currently seeking an experienced Senior Desktop Analyst to provide Senior Technical Support to existing customer in relation to maintenance, installation, use and repair of organisational infrastructure and applications.
This role would be suitable for a person who wants to deliver a client focused service experience in a professional and timely manner while maintaining customer relationships and complying with SLAs.
What will I be doing?
* Resolve more complex technical issues escalated by team
* Answer customer problems and queries in an effective and timely manner
* Effectively use the existing escalation process as required
* Regularly update customers on progress during problem resolution
* Contribute to team problem resolution processes and actively share knowledge
* Enhance customer satisfaction through provision of a quality support service
* Adhere to contracted SLA
* Provide meaningful, relevant, timely and accurate updates to call logging system
* Project a positive & professional image when representing Data#3
* Contribute to the development of customer service delivery improvements, processes, procedures, and documentation
* Participate in the overall team strategy
What experience and skills will I need?
* A minimum of 4 years' experience in a Desktop Analyst or related role with proven troubleshooting skills in a desktop support role
* Ability to deal with busy, high-pressured situations
* Highly developed customer service skills
* Developed documentation skills for procedure updates and report creation
* Proven ability to work within deadlines with minimum supervision
* Knowledge and working experience of security protocols
Experience with technologies including:
* Active Directory user/group administration
* Windows 11 build and full management via Intune/Autopilot
* Application deployment through Intune Policies
* MAM (Mobile Application Management) / MDM (Mobile Device Management) operational management
* Exchange Shell/GUI
* OneDrive
* PowerShell
* Operational experience with Intune/Autopilot
Seniority level
* Mid-Senior level
Employment type
* Contract
Job function
* Information Technology and Customer Service
* Industries IT Services and IT Consulting
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