Service Desk Analyst
- Provide responsive L1 and L2 technical support through phone and ticketing channels.
- Diagnose and troubleshoot hardware, software and network issues, guiding users through solutions.
- Take ownership of service requests and incidents, managing them through to resolution.
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12-week daily-rate opportunity | Melbourne | 5 days onsite
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Hands on L1/L2 support in an amazing environment
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Customer-focused | National organisation | Large IT stack
- 12-week daily-rate opportunity | Melbourne | 5 days onsite
- Hands-on L1/L2 support across Microsoft, hardware, networking and remote services
- Customer-focused | National organisation | Large IT stack
If you're the kind of Service Desk Analyst who wants to solve the problem rather than simply log the ticket, this could be a great short-term opportunity.
You'll join a busy, large scale environment providing hands on Level 1 and Level 2 support to users across a broad range of technology. This is a BAU focused position where you'll troubleshoot, take ownership of incidents and requests, support users directly and keep things moving within agreed service levels.
It's a role for someone who enjoys variety, communicates well and can remain calm and organised when the queue gets busy.
About the Role
- Provide responsive L1 and L2 technical support through phone and ticketing channels.
- Diagnose and troubleshoot hardware, software and network issues, guiding users through solutions.
- Complete remote software installations and general administration including password resets, account creation and access management.
- Take ownership of service requests and incidents, managing them through to resolution or appropriate triage within agreed service levels.
- Work with vendors on escalations, research solutions and contribute to maintaining accurate knowledge base documentation.
- Advise, educate and support users while administering shared resources, software permissions, drives and accounts.
About You
- Strong hands on technical capability across Windows, remote desktop services, hardware, networking, telecommunications and internet troubleshooting.
- Working knowledge of Microsoft platforms, O365/cloud services, remote management and ticket management tools.
- Excellent communication, customer service, troubleshooting and problem solving skills with strong attention to detail.
- Comfortable handling competing priorities, difficult situations and conflict while maintaining your composure in a high pressure environment.
- Relevant tertiary IT qualifications or equivalent practical experience, ideally gained within a large or complex operating environment.
- ITIL v4 certification is desirable, and you'll need evidence of a police check completed within the required three-year timeframe.
If you enjoy taking ownership, helping people and getting technical issues properly resolved, I want to hear from you.
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