Service Desk Analyst

All vacancies of AustraliaCall Centre & Customer ServiceService Desk Analyst

Are you passionate about IT? Join one of APAC's leading providers of connectivity and managed services in a fast-paced and fun culture

Summary about this job

Customer Service - Call Centre

Company: Superloop

Location: Sydney

Work type: Full Time

Salary: n\a

Phone: +61-8-5299-9928

Fax: +61-3-2179-3849

E-mail: n\a

Site:

Detail information about job Service Desk Analyst. Terms and conditions vacancy

The Current Opportunity

Our Service Desk Analysts are the primary technology point of contact for our Cloud and Managed Services customers - providing outstanding customer service and professional support for a variety of technical issues and requests.

As a Service Desk Analyst, you'll be responsible for logging all support requests, taking ownership and follow up of issues, resulting in effective resolution of technical problems.

What we can give you

Work here for the same reasons our leaders work here; it's not just a job for us:

  • Work with and learn from some of the industry's legends
  • We're here to buck the status quo
  • Be part of our ongoing success story as our growth only begins to take-off
  • We know when to work-hard but we really know how to play-hard
  • Casual and relaxed environment - ditch the corporate attire
  • Don't get bogged down with our "Get it done" approach
  • We're a progressive technology company - flexible working arrangements are assumed
  • Career progression, personal and professional development opportunities as we grow and evolve
  • Opportunity to be part of the innovation and continual improvement of our processes and systems

As a Service Desk Analyst, you will

  • Provide Level 1 Technical Support via phone and email to Cloud and Managed Services customers -  which may include networking, DNS, hosting, server, and operating system issues
  • Triage new incidents and Service Requests as they are received, prioritise appropriately and ensure that critical issues are addressed in a timely manner
  • Resolve cases within your technical capabilities in a timely manner
  • Manage escalations to Level 2 and 3 Engineers, providing succinct information with each escalation
  • Monitor and take action on alarms from monitoring systems
  • Ensure that information recorded for each case is complete and accurate
  • Any other duties as directed

About you

The successful applicant will possess

  • Previous customer support or customer service experience, preferably in a Managed Service Provider environment
  • Ability to work a rotating roster, including nights and weekends
  • Strong written and verbal communication skills
  • Sound troubleshooting and analytical skills
  • High level of attention to detail
  • Comfortable working in a fast-paced environment
  • Experience administering Active Directory including Group Policies.
  • Current Microsoft certifications will be highly regarded
  • Experience supporting Windows Server 2003/2008/2012 and Windows desktop operating systems will be highly regarded
  • Familiarity with the ITIL framework will be highly regarded
  • Understanding of networking and application support highly regarded

About Superloop

Founded by Bevan Slattery in 2014 and listing on the ASX in 2015, Superloop started out as an infrastructure company designing, constructing and operating carrier-grade dark fibre networks throughout Australia, Singapore and Hong Kong. Superloop has since made a number of strategic acquisitions, including Cinenet, ApexNetworks, BigAir Group, SubPartners, GX2 and NuSkope which expands our competitive capabilities into international submarine connectivity, fixed-wireless, cloud & managed services and cybersecurity.

At Superloop the customer is at the centre of everything we do. We strive to always provide an exceptional customer experience from first contact all the way through to contract renewal. We do this through delivering future-focused products, fully supported by our capable and driven teams.

We're a fast-paced and growing company with a start-up feel. We're led and mentored by industry veterans who love technology and pushing its capabilities to the limits.  Each and every one of our valuable team members are dedicated to being at the top of their game and hungry for success. Being part of a team like ours gives you the fantastic opportunity to take ownership of your work and to be truly innovative; in fact, we encourage it!

So, what now?

If this sounds like a role you'd be perfect for and a team you want to be a part of, apply now!

Only shortlisted applicants will be contacted.  While we do enjoy working with recruitment agencies, we ask that you do not contact us about this vacancy.

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