What You'll Be Doing
We are looking for an enthusiastic and experienced Service Desk Analyst ready to advance their career. In this role, you will provide initial technical support to end-users and clients, and also have the opportunity to step into the role of a Desktop Engineer, assisting with face‐to‐face support at client sites on a regular schedule.
You will be responsible for troubleshooting, resolving, and escalating IT‐related issues across various systems, ensuring top‐tier service and support. As the first point of contact for technical assistance, you will focus on timely issue resolution and delivering excellent customer service.
Key Responsibilities
* Respond promptly and professionally to service desk requests via phone, email, and ticketing systems.
* Diagnose, troubleshoot, and resolve Level 1 incidents and requests related to hardware, software, network, and other technical issues.
* Accurately document all user interactions, solutions, and outcomes within the ticketing system.
* Escalate complex issues to Level 2 or 3 teams in accordance with established protocols.
* Collaborate with team members and support vendors to resolve issues swiftly and effectively.
* Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
* Assist with onboarding and off‐boarding processes, including user account setup, configuration, and access management.
* Provide on‐site support as needed, either on an ad‐hoc basis or as part of regular client engagements.
Working Conditions
* Location: Mitchell, ACT with the ability to work on other sites as directed.
* Employment Type: Permanent, Full‐Time.
* Clearance: Australian Citizen and ability to acquire an NV1 security clearance would be an advantage.
What Will Make You Successful in This Role
* Technical expertise: Strong knowledge of network, hardware, and software troubleshooting, with experience in remote support tools and ticketing systems (e.g., ServiceNow, Cherwell). Familiarity with Windows Operating Systems and M365 is highly desirable.
* Customer service: Ability to communicate effectively and empathetically with non‐technical users.
* Analytical thinking: Proven problem‐solving skills and the ability to troubleshoot issues logically.
* Team collaboration: A collaborative mindset and a willingness to work with colleagues to achieve shared goals.
* Attitude: A positive attitude with a desire to help the team succeed and achieve targets. Due to the dynamic nature of a Service Desk the ability to be flexible and desire to ensure continued operations is a must‐have trait.
Desirable Qualifications
* Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
* Certifications: Vendor certifications (e.g., Microsoft Certified Fundamentals, CompTIA A+, ITIL Foundation) are highly desirable.
* Tools: Experience/exposure to Airwatch (MDM), Intune (MDM), Entra, Apple Product Management (iPhone/iPad), Active Directory, Microsoft Mailbox Management is highly desirable.
Valuable Employee Benefits
* Career growth via succession planning, internal mobility programs, and mentorship opportunities.
* Ongoing investment in professional development through industry certifications.
* Employee benefits, recognition, and wellbeing platform.
* Mental health support through our Employee Assistance Program.
* Support for family and caring responsibilities, including paid parental leave.
* Employee referral program, with monetary incentives offered.
Commitment to Supporting Australia's Veterans
Atturra is proud to be recognised as a Veteran Friendly Employer by the Department of Veterans Affairs' Veteran Employment Commitment (VEC) and is committed to supporting Australia's veteran community. We aim to enhance the employment experience for veterans by improving recruitment, support, retention, and leadership opportunities to ensure they have a meaningful and impactful career with us.
#J-18808-Ljbffr