Overview
The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.
THE OPPORTUNITY
Due to continued growth in our Managed Services (MSP) Division, and now that our first wave have progressed to new roles, we are excited to be able to offer a number of Service Desk Analysts the opportunity to dive into their new career. Learning and training on the job, completing certifications on your journey through our established Career Pathways Program and spending time outside the service desk learning from senior members.
Responsibilities
Responding to phone, email, and event alerts within the defined, contractual SLAs
Achieve a high level of customer satisfaction through a high quality of service and accuracy in following of processes and procedures
Correctly identifying Priority 1 and 2 incidents and act on them in relation to major Incident Management processes
Using knowledge (own and group), remote troubleshooting tools and reference databases to resolve incidents remotely
Keeping customers updated
Contributing to Knowledge Management
Desired Experience
Demonstrated experience in a similar role or fast paced customer service environment.
TAFE Certifications highly regarded
Ability to multi-task under pressure
Collaborative approach to work
Who You Are
Australian Citizen with ability to gain a Federal Government Security Clearance
Strong stakeholder engagement & management skills
Career focused & determined
Adaptable & thrive in constantly evolving environments
Strong communication skills
Ability to undertake shift work
What's In It For You?
In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you'll be rewarded with a career changing experience only consulting can provide.
Diverse and challenging project work
Flexible public holiday benefits and option to purchase up to 2 additional weeks leave per year
Training and development opportunities
Salary sacrifice, motor and novated leases
Committed health & wellbeing plan including Employee Assistance Program
12 weeks paid parental leave, increasing to 20 weeks for 5+ years service
Corporate partnerships
Diversity & Inclusion
We celebrate the diversity of people, and we pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias. We value our collaborative culture and work together to support a variety of community organisations and social issues.
Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you're always ahead of tomorrow. We're that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond. We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We're backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority. And we're powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.
Transformative digital solutions take the right team, making the right moves at the right time. You've found yours with NRI
About NRI
Established in 1996, NRI Australia Limited is a leading IT business solutions provider in Australia, customer focused and responsive. NRI Australia has accumulated a wealth of knowledge in the IT services industry covering consulting, professional and managed services, hosted and Cloud services. These services are used to deliver solutions across a wide range of technologies including business intelligence, core business applications, middleware, technical and hardware infrastructure.
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What can I earn as a Service Desk Analyst
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