**Top Superfund co. - Level 2 / 3 - Helpdesk / **Desktop Support Analyst - APPLY NOW**
**Contract length - 6 -12 months**
**Location - Melbourne office with hybrid working**
**Rate - dependent on experience
**URGENT ROLE - **Please send WORD COPY of your CV to apply.**
Immediate starters welcome.
**MUST HAVE PRIOR LEVEL 2 EXPERIENCE IN HELPDESK / SERVICE DESK EXPERIENCE and good communication skills.**
This well-known business requires a business-critical Level 2 / Level 3 - Helpdesk Analyst Support role.
This role involved troubleshooting IT Issues on the phone, including provisioning laptops and requires to be on site as opposed to offshore to perform these duties.
This is a busy Helpdesk Support team with an existing Support team, you will be able to adapt and handle. Filling this role is critical to maintaining service levels to the key business for IT issues. This role will require you to manage the logging and triage of tickets to the appropriate teams to resolve issues for desktop environment and production environment This is a mainly 2nd level support, some opportunity to do 3rd level support too, prior experience in helpdesk is a must.
- Manage all tickets (incidents and requests) that service desk are unable to action (i.e. level 2 support)
- Diagnose, investigate, and resolve escalated Incidents relating to IT services as quickly as possible - typically these will be Incidents requiring more in-depth technical knowledge, specific product expertise and/or elevated level of access to a specific system
**Essential Capabilities**
- Knowledge and understanding of ITIL processes including Incident, Service Request, Problem and Change Management.
- Advanced technical knowledge, understanding and ability to troubleshoot user-facing aspects of:
- Windows desktop environment and Microsoft Office
- M365 including Sharepoint, OneDrive and Exchange
- Microsoft Active Directory
- Microsoft Group Policy Administration
- Intune
- Microsoft PowerApps and PowerAutomate
- DNS Administration
- Citrix VPN and XenApp
- Powershell/Scripting
**Essential Experience**
- _6+ years IT support experience_
- Advanced experience in technical support and troubleshooting (in particular technologies listed above).
- Experience using service desk tools for managing incidents, service requests, knowledgebase, etc.
**Desirable Capabilities and Experience**
- 4+ Years Windows server support
- Expert-level experience in one or more of the technology domains listed above
- Experience working in the Financial Services industry, particularly large corporates
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