Service Desk Analyst
Leading Australian-owned ICT Company is inviting applications from dynamic & driven professionals to join our team to help drive our business vision.
Summary about this job
Help Desk & IT Support
Company: Ethan Group Pty Ltd
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-8-6684-5121
Fax: +61-8-7937-9901
E-mail: n\a
Site: n\a
Detail information about job Service Desk Analyst. Terms and conditions vacancy
- Varied and rewarding Service Desk Analyst role, within a growing team
- Join a team of expert professionals in a fast-paced and challenging environment
- Convenient Macquarie Park location, close to public transport
The company
Ethan Group is one of the largest privately-owned service providers within the Australian ICT industry. Known for our entrepreneurial spirit and can-do culture, we pride ourselves on our innovative thinking and best-in-class service.
We need a competent Service Desk Analyst to join our growing Global Service Desk Team; who is available to work on a 24/7 rotating work roster, to ensure that customer service is provided at the highest standard, within contracted service level agreements and scope of contracts.
Our Service Desk Analysts are tasked with being the first technical contact on support issues and a key objective is to provide first call fix capabilities to callers and other electronically submitted requests in order to fulfil client demand and achieve business objectives.
Roles & Responsibilities:
- Identify and resolve requests for technical assistance via phone and remote support tools, in an effective and timely manner;
- Analyse, identify, diagnose, and troubleshoot user desktop technical issues and network faults;
- Perform desktop and server administration, configurations, software installations, upgrades, maintenance and backups;
- Perform basic administration tasks (such as password resets, account creations/deletions) as defined in the specific customer configuration work rules;
- Document all service desk interactions in our ITSM tool (Connectwise);
- Participate in creating technical documents and uploading into knowledge base; and
- Identify and escalate more complex problems or urgent situations to appropriate senior resources or other departments.
Skills, Experience & Qualifications:
- Previous experience as a Service Desk Agent or Customer Service Representative desirable;
- Experience with Microsoft Office Suite 2007, 2010, 2013, Microsoft Active Directory, Exchange and Citrix;
- Understanding of Network troubleshooting for ADSL routers, and using service support systems;
- Previous use of ConnectWise ITSM tool or another similar ticketing system preferred;
- ITIL Qualification or ITIL exposure preferred; and
- Industry vendor certifications highly regarded (Microsoft MCP, CISCO, Citrix etc).
Desired Personal Attributes:
- Must have strong time management skills and the ability to perform well under pressure handling simultaneous assignments;
- Ability to deal with difficult customers and build sound relationships with key stakeholders;
- Possess excellent verbal and written communication skills;
- Strong critical thinking ability and problem resolution skills;
- Strong procedural and organisational skills, paying high attention to detail; and
- A strong team player, who is willing to contribute to achieving team and organisational objectives.
Do you meet the above selection criteria? Would you like to be rewarded in line with your qualifications and experience? Are you interested in an opportunity to grow in your role whilst working in a fun, engaged and flexible environment?
If yes, then this is the opportunity for you! Apply today for this exciting position with Ethan Group.
Ethan Group strongly encourage Aboriginal and Torres Strait Islander candidates to apply.
**No agencies thank you**