Helpdesk Analyst

Summary about this job

Detail information about job Helpdesk Analyst. Terms and conditions vacancy

• $70,000 + Super
• Nationally operating firm with 750 staff across 8 Australian offices

KEY JOB ROLES
Provide high quality Helpdesk Support in line with Service Level Agreements and internal IT targets as applicable to the user community in order to maximize their uptime and efficiency via;

• Telephone support (using remote tools)
• Desktop support
• Maintain and build relationships with all users ensuring every contact fosters a positive image of IT
• Professional, effective and prompt response to problems and queries directly through the Help Desk or through the co-ordination of call resolution as required with internal or external experts.
• Log all Helpdesk calls received by phone, emails or direct contact using the Service Desk tool and proactively escalate calls where appropriate to other areas within the IT Team.
• Run system checks each morning to ensure all systems are working as they should be.
• Create and maintain User Accounts on all IT systems
• Organise and plan day to day work to achieve set objectives efficiently within the available resources and timetable.
• Provide physical support with PC relocations and installations.
• Co-ordinate the configuration of Desktop PCs, Laptops, Multi-Function Devices; Mobile Phones and peripherals when required.
• Support the development of standard configurations for all hardware and software, especially the Firm’s MOE.
• Ensure accurate records are maintained for all hardware and software.
• Assist the Infrastructure team with prompt response to virus attacks or similar.
• Develop and maintain an in depth understanding of the Firm’s current IT Architecture and facilities.
• Provide IT Trainers with relevant training needs of users and draft instructions for inclusion when required in the IT Quick tips.
• Document new issues and known fixes and all other relevant information for inclusion in the Team Knowledge base.
• In case of disaster recovery assist the IT Management team in the re-establishment of the IT infrastructure, including network and central server facilities.
• Monitor and manage adherence to the IT Policies
• Distribute promptly any downtime notifications to the IT Helpdesk Team
• Maintain and build relationships with suppliers.

KEY COMPETENCIES
Client Service

• Demonstrate service orientation
• Work towards exceeding client requirement/expectations
• Responds to client requests/queries professionally and promptly
• Handles user frustrations with confidence and composure
• Deals professionally with difficult clients and diffuses situations
• Presents a “can do”, proactive attitude
• Support the IT Team in group problem solving
• Support the IT Team with rollouts of hardware & software

Oral Communication

• Has confident and professional telephone manner
• Uses appropriate grammar and vocabulary
• Speaks clearly and concisely
• Provides full and relevant responses to questions
• Relays technical information so that it can be easily understood

Written Communication
Good written skills to perform the following duties:

• Frequently asked questions
• IT Tips
• Knowledge Base articles
• Call Closure solutions

Innovation/Creativity

• Generates creative, workable solutions to problems
• Offers new and original ideas
• Provides creative alternatives
• Suggests new processes or processing improvements

Time Management

• Follows through on instructions/directions
• Completes tasks in appropriate time frames
• Manages multiple tasks effectively
• Appropriately prioritises based on the nature and impact of problem

Problem Solving

• Quickly understands client problem
• Appropriately escalates issues