Service desk analyst for an apple-based ict department (anzsco 313112)

Service Desk Analyst for an Apple-based ICT department

JOB FUNCTION:

The IT Service Desk Analyst is responsible for providing high-quality support to the Printforce employees. This includes resolving technical issues, answering questions, and providing guidance on the use of the company's systems and applications.

KEY RESPONSIBILITIES:

• Provide first and second level support to employees via phone, email, and chat
• Troubleshoot and resolve technical issues related to the company's systems and applications
• Escalate complex or high priority issues to the appropriate team or vendor for resolution
• Contribute to the development of the company's knowledge base by creating and updating articles
• Participate in the continuous improvement of the company's support processes and procedures
• Adapt client's existing programs to meet their operation requirements
• Install and download required software
• Work closely with the IT Systems Administrator to ensure the smooth operation of the IT Service function
• Analyse and resolve incidents on a first response basis
• Obtain quotes/estimates and order software and hardware as part of request fulfilment
• Be responsible for ordering hardware, stock, and supplies
• Liaise with suppliers and third-party support contacts
• Set up and manage mobile devices
• Adhere to all IT policies and procedures and ensure all security and confidentiality measures are followed

MEASURES OF PERFORMANCE:

• Resolution targets according to SLAs
• % of incidents resolved in first response
• Reduction in repeat incidents
• Mobile device deployment time from request to operational status

EXPERIENCE/REQUIREMENTS:

Essential:

• Diploma of IT or Overseas Equivalent
• At least 1 year of full time work experience in an equivalent position post qualification
• Strong technical skills including understanding of MacOS and Microsoft applications
• Experience using remote management software
• Excellent communication and interpersonal skills
• Ability to diagnose and resolve hardware and software issues efficiently
• Familiarity with basic networking (IT addressing, DNS, DHCP troubleshooting)
• Strong organisation skills with ability to prioritise and multitask