IT Service Support Analyst

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IT Support Analyst required to provide 1st and 2nd Level support via phone and email. Minimum 18 months service desk experience required for this role

Summary about this job

Help Desk & IT Support

Company: Information Technoloy

Location: Sydney

Work type: Contract/Temp

Salary: n\a

Phone: +61-7-8146-5322

Fax: +61-7-4886-1915

E-mail: n\a

Site:

Detail information about job IT Service Support Analyst. Terms and conditions vacancy

Primary Health Care Limited is one of Australia's leading ASX listed healthcare companies. Primary’s services include large-scale medical centres, pathology, diagnostic imaging, IVF, Dental, Day Surgeries, Specialist Services and Eye Clinics. Primary Health Care Limited is committed to providing affordable, accessible and comprehensive healthcare for all Australians.
  
Your role and responsibilities will include: 
  • Provide 1st and 2nd level support to internal customers via phone and email.
  • Basic Active Directory and MS exchange management knowledge. Creating user accounts, reset passwords, create groups etc
  • Office 365 Knowledge – Email administration and troubleshooting
  • Troubleshoot and resolve issues as the first point of contact providing the highest level of customer service.
  • Ensure that all incidents and service requests are logged into the ITSM system. ensuring actions taken are clearly documented in the ITSM ticket.
  • Ensure that incidents and requests are resolved in a timely manner and/or according to service level targets
  • Maintain communication with internal clients and other key stakeholders to ensure they remain informed
  • Ensure that IT Operations procedures and processes are followed
  • Respond to urgent requests and escalations, coordinate with relevant resolver teams
  • Contribute to the effectiveness of the IT Operations, including sharing of knowledge and information, documenting processes and procedures
  • Ability to function as part of a cohesive team environment.
  • Assist with the installation and configuration of desktops and other hardware as required as well as provide technical support for hardware components such as desktops, printers and scanners.
To be successful, you will have:
  • A relevant IT degree or qualification
  • Minimum of 18 months work experience in IT Service Desk
  • Strong verbal and written communication skills with excellent telephone manner and customer service skills
  • Ability to adapt to a busy and challenging environment
  • In-depth understanding of computer hardware, software and workstation operating systems including Windows 10, Windows 7, Windows XP, Mac OS, Active Directory, Exchange and server operating systems
  • Be flexible to work on rotating shift and to provide support after-hours
  • Experience in UNIX/Linux will be advantageous
  • Proficient in supporting iPhones, Android, iPad, Surface Pro and other mobility devices
  • Strong PC skills including Outlook, Excel and Word
  • Excellent understanding of network infrastructure and other IT systems
  • Excellent troubleshooting skills and able to immediately implement a solution
  • Team player with strong work ethic
  • ITIL Foundations Certificate
  • Experience with Practice Management Software will be advantageous
This is an excellent opportunity for someone who is looking to further their career in IT and customer service.

If you feel you have the skills and experience to perform in this role and would like to apply, please click on "Apply for this Job" and follow the prompts to apply.

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