2nd Line Support Analyst

All vacancies of AustraliaInformation & Communication Technology2nd Line Support Analyst

2nd line support analyst working on an international service desk.

Summary about this job

Help Desk & IT Support

Company: Core Technology Systems (Aus)

Location: Brisbane

Work type: Full Time

Salary: $40,000 - $44,999 plus Super

Phone: +61-3-3668-9967

Fax: +61-3-1726-6262

E-mail: n\a

Site:

Detail information about job 2nd Line Support Analyst. Terms and conditions vacancy

2nd Line Support Analyst

The 2nd Line Support Analyst is accountable for the high level of customer service and client satisfaction within a Service Desk environment. This role must ensure SLA’s are met and the individual must proactively manage and prioritise their workload and develop a positive working relationship with CORE customers and staff. You must be able to work on your own as well as in a team (physical and remote) and you will need to be self motivated. We are looking for someone who wants to learn and advance their knowledge and career in IT, not just someone looking to fill a desk space.

Responsibilities include:

  • Provision of 1st & 2nd line support service for software and hardware Incidents and Service Requests
  • Installation of hardware & software and the provision and support of mobile devices. (Laptops & Phones)
  • Working collaboratively with other teams where Incidents and Service Requests require cross-functional activities
  • Assisting in the documentation of our services as appropriate
  • Identification of service improvement opportunities
  • Project delivery support

Essential skills\qualifications\experience

  • Experience working in an IT Service Desk environment
  • Proven software\hardware troubleshooting skills
  • PC\Desktop Support knowledge including Windows OS (8.1 & 10), MS Office 365
  • An ability to take a methodical approach to service issues
  • Able to work both on own initiative and as part of a team
  • Ability to work under pressure to meet SLA's and remain calm in stressful situations
  • Ability to follow processes and procedures
  • Ability to prioritise tasks and calls
  • A willingness to learn and develop new skills. Core provide excellent web based and certified training and use the latest (predominantly) Microsoft technologies that are commensurate with being a Microsoft Platinum Partner
  • A proven track record of providing high level customer satisfaction and improvement initiatives
  • Work on a shift pattern. 4 days on, 4 days off rotation. Shifts will be 6:00 to 17:30 (Winter) 7:00 to 18:30 (Summer) with 1 hour of breaks during the shift.

Desirable skills\qualification\experience required

  • Microsoft certification (MCSE/MCSA/MCP's)
  • Office365
  • SharePoint
  • PowerShell
  • Azure
  • Windows Defender
  • Microsoft Intune
  • Routers, printers, laptops, firewalls and switches
  • Working knowledge of a service management tool
  • ITIL v3 Foundation certification

Benefits of working with Core

In return you will receive:

  • A competitive salary ($41,000 / yr + Pension 9.5%)
  • The opportunity to learn and receive paid for training and exams in current technologies
  • A structured career path that allows personal development into senior desktop roles and server support roles as Core expands.

About Core

Core Technology Systems (Australia) are a subsidiary of Core Technology Systems (UK). Core have offices in England, Ireland, Poland, Turkey, India and now Australia. We are opening a new office in Brisbane (Murrarie/Morningside area) to expand our 24x7 Service Desk into a true follow the sun model to complement the other support office locations.

The Australian office will quickly expand so the shift patterns will become more flexible as the office staffing increases. Initial shifts will be 6:00 to 17:30 (Winter) 7:00 to 18:30 (Summer) to support the overnight times from the UK. These will change as we take on Australian based client and build a day rota shift pattern in Brisbane to support day time clients on Australian/Sydney time zones.

 

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