Position Title: Service Desk Analyst
Effective Date: TBC
Division / Department: Corporate / Information Technology
Reports To: Service Desk Team Lead
Direct Reports: Nil
Location: Corporate Office
Contract: 6-month initial contract with the view to become permanent
Work Arrangement: 5 days in the office
Purpose of the Role
To enable improved business outcomes through delivery of IS operations that meet or exceed business expectations.
Key Responsibilities
* Proactively drive safety, environment, and quality policies, practices, and procedures in compliance with legislative requirements to provide a safe workplace at all times.
* Provide the first point of contact to staff members and log all incoming Service Desk incidents and service requests in the call logging system, with comprehensive details.
* Respond to and resolve incidents/service requests within agreed Service Levels. As per ITIL definitions, identify, log, and manage problems in consultation with the Service Desk Team Leader/IT Manager.
* Provide first-level (triage and troubleshoot) technical support to the business, including installation, configuration, and deployment of hardware, software, desktops, laptops, tablets, mobile/smartphones, printers, copiers, and other solutions in use.
* Basic knowledge and experience in troubleshooting network, applications, hardware, video conferencing, and Microsoft Operating Systems.
* Collaborate with team members to deliver a quick resolution to incidents and enquiries.
* Maintain the IS Asset Register to manage provision, recovery, or retirement of IS assets. This includes receiving, deployment, retrieval, and eventual disposal of all IS-related equipment.
* Provide basic training for staff on the use of hardware, software, and remote access tools.
* Create and maintain Service Desk documentation for both IS and end-user use.
* Provide proactive and preventative support and maintenance to prevent issues.
* Perform other duties as required.
* Drive improved customer satisfaction.
Skill and Experience Profile
* Tertiary education in an IT-related field (Desirable) or equivalent experience.
* Basic knowledge in hardware, video conferencing, and software, including Microsoft products, knowledge of networking equipment and protocols.
* Ability to communicate effectively around technical matters to a non-technical audience.
* Building effective relationships at all levels of the business and providing helpful, professional, and timely service to clients.
* High level of problem-solving abilities with the ability to participate professionally and cohesively within a small, solution-focused team environment.
* Experience using and troubleshooting Microsoft products including, but not limited to, 365 Admin Centre, Azure Active Directory, Teams, SCCM, and Intune (desirable).
* Relevant industry experience in a related field (highly desirable).
Diversity, Equity & Inclusion at Hudson
Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen.
Casual Loading
Please note for all Australian based contract and temporary roles only, the pay rate is inclusive of mandatory 25% casual loading. This excludes permanent and fixed term roles.
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