Service Desk Analyst

The Company
This organisation operates in nearly every corner of the globe, they are a Fortune 150 Company that operates across engineering, manufacturing and scientific speciality products

About The Role
As the Workplace Analyst / Service Desk Analyst, you will be responsible for running of the service desk, identifying recurring issues and reducing or eliminating those, and proactively promoting best-practice end-user behaviours for the success of employees. You will also be involved in deployment of laptops and end-user IT equipment

Your Key Responsibilities:
  • Service Ticket monitoring
  • Level 1 and 2 service desk ticket resolution
  • Configuration and deployment of Laptop and Desktops, mobile devices and accessories
  • Manage escalation of tickets to IT Leadership or to vendors as needed
  • Report major events and incidents across the business, and contribute to resolution if required
  • Joint ownership of key end-user processes with HR
  • Group training sessions on common end-user tools
  • Adhering to SLA framework

Your Experience:
  • Minimum of 3 years of experience as a Helpdesk Analyst or Service Desk Analyst
  • Great verbal and written communication
  • Strong interpersonal skills
  • Service Delivery within SLAs

Technical Knowledge
  • Microsoft Office 365
  • Hardware config and asset management
  • Microsoft Operating Systems (up to Windows 11)
  • Microsoft Servers (2008R2 and above)
  • Networking configuration for end-users
  • Mobile device management and configuration (Apple)
  • Remote Access Tools (TeamViewer, Splash Top, VNC)

For more information or for a confidential discussion, please contact Kevin Collier on 0416 748 090 alternatively please APPLY NOW for consideration of this role.
Sydney (Ingleburn)
I.T. & T
Vanessa Knispel