Information Technology Help Desk AnalystInformation Technology Help Desk AnalystDirect message the job poster from NCR VoyixLevel 1 support for PC client issues e.g. desktop/laptop hardware, software, OS, printers, etc.Provide information on IT processes, general how-to queries and known outages.When a problem is reported, the Help Desk Analyst must analyse the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details.Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets.Follow-up with Level 2 support teams for timely completion of tasks.This job role requires candidates to provide IT support on inbound and outbound calls, web tickets and chat. The IT Help Desk team operates on 24x7 basis. Team members are required to work in rotational shifts and observe a 5-day working week.TECHNICAL SKILLS:Thorough knowledge of Windows 11 and above Operating System.Basic knowledge on Mac operating system and troubleshooting.Good working knowledge of Windows, MS Office 365 & internet technologies.Basic knowledge of networking concepts, troubleshooting LAN/remote access problems.Expertise in configuring and troubleshooting Office365, MS Outlook 2016 or laterAbility and willingness to learn quickly, keep knowledge current.EDUCATION & WORK HISTORY:Technical diploma is preferred, but not mandatory.Minimum 2 years of experience in a technical support role.Candidates with prior experience in a technical, voice-based process will be given priority.COMMUNICATION SKILLS:High proficiency in English grammar, vocabulary, and sentence structure.Fluency in speech - Ability to hold a conversation with ease and minimal use of fillers.Clarity in speech – Neutral accent, appropriate rate of speech, pleasant voice, and confident tone.Listening skills - Comprehend what is said, respond appropriately without interrupting the speaker.OTHER ESSENTIAL SKILLS:Customer service skills (persuasion, empathy, helpfulness & positive attitude).Good business communication skills (e-mail).Seniority levelSeniority levelAssociateEmployment typeEmployment typeFull-timeJob functionJob functionCustomer ServiceIndustriesAdministrative and Support ServicesReferrals increase your chances of interviewing at NCR Voyix by 2xSign in to set job alerts for “Information Technology Help Desk Analyst” roles.Melbourne, Victoria, Australia A$65,000.00-A$70,000.00 2 weeks agoService Desk Analyst - Primary School ServicesCoburg, Victoria, Australia A$50,000.00-A$70,000.00 1 day agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 2 days agoMelbourne, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 1 week agoWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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