IT Operations Analyst
We are looking for an IT Operations Analyst who will be responsible for providing high quality level 1 technical support to internal customers.
Summary about this job
Help Desk & IT Support
Company: ARA Corporate Services
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-3-9988-1275
Fax: +61-2-9206-7026
E-mail: n\a
Site: n\a
Detail information about job IT Operations Analyst. Terms and conditions vacancy
IT Operations Analyst
Excellent opportunity to join the ARA Technology team in our North West Sydney office.
We are currently looking for an IT Operations Analyst who will be responsible for providing high quality level 1 technical support to internal users using a range of desktop, server, mobile, cloud IT services across multiple business sites.
Key responsibilities include:
- Service desk support; responding to user requests by email, phone, remote support, instant message or face to face
- Logging and recording of incidents/requests into the ITSM tool
- Analyse, identify, diagnose and troubleshoot Level 1 incidents within SLA or escalating to a senior team member as appropriate
- User, computer account and mailbox administration as well as on-going asset management
- Installing and configuring new desktop or mobile hardware and software
- Perform hands-on fixes at the desktop level, including installing and upgrading hardware and software
- Support of IP telephony systems and video conferencing equipment
- Provide support to the IT Infrastructure team on project activities as directed. Sometimes afterhours and weekends. Occasional interstate travel
- Maintaining the accuracy of IT documentation and creation of self-help instructions for users
- Active participation in Incident and Problem management activities, as directed
- Contribute to the continuous improvement of processes and services
- Participate in alternating shift roster
To be successful for this position you MUST have the following:
- Excellent customer service and communication skills (verbal and written). Practice active listening skills to better engage with customers.
- Minimum of 1 years' experience in an IT Operations Team or Service Desk role.
- Strong working knowledge of Microsoft technologies including Active Directory, Office 365 Exchange, RDS, MS Office, Windows 7/8/10
- Basic Networking knowledge; DNS, DHCP, VPN, WiFi, Monitoring. Cabling and Patching
- Positive ‘can-do’ attitude with the ability to work as a team and under pressure when required
- Willing to put in the extra effort when required to complete a task
- Ability to prioritise workload and work comfortably with minimum supervision
- Exposure to ITIL (desirable)
- Tertiary qualifications in relevant IT disciplines
- Current driving license and your own transport
The ideal candidate will be passionate about learning and collaborating with team members not only in the ARA Technology stack but also across wider ARA’s business units.