ARA Group is seeking an experienced IT Service Desk Analyst to join our dynamic team in Kings Park, NSW. As an IT Service Desk Analyst, you will play a crucial role in providing technical support and resolving IT-related issues (level 1 & 2 technical support) for our employees.
This full-time position offers a rewarding opportunity to work in a fast-paced, collaborative environment and contribute to the overall success of our organisation.
What you'll be doing
* Troubleshooting level 1 & 2 end-user hardware and software incidents in line with SLAs
* Installing and configuring laptops, desktops and mobile devices
* Logging and monitoring incidents and requests
* Onboarding and offboarding users, mailbox administration as well as on-going asset management
* Maintaining IT security policy across the user base
* Support of MS teams & Zoom rooms, as well as cloud-based phone systems
* Project activities (migration, integration, upgrades, rollouts) as directed. Sometimes afterhours and weekends. Occasional interstate travel
* Maintain and update documentation, knowledge base articles, and service records
* Participate in a rotating shift roster between 6:00am and 5:30pm
What we're looking for
* Minimum of 5 years' experience in an IT Operations/Service Desk support role
* Strong troubleshooting skills, ability to quickly identify and resolve end-user issues
* Excellent customer service and communication skills (verbal and written). Practice active listening skills to better engage with customers
* Strong working knowledge of Microsoft technologies including Active Directory, Azure AD, Exchange Online, RDS, Microsoft 365, Windows 11. Exposure to Intune MDM and security tools
* A keen awareness for identifying potential operational and cyber security risks
* A good understanding of networking; DNS, DHCP, VPN, WiFi. Monitoring, cabling and patching. Ability to troubleshoot basic network connection issues
* Multitasking skills – the ability to work on multiple incidents simultaneously and prioritise them
#J-18808-Ljbffr