Service Desk Analyst - Brisbane

Job Description

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12-week daily-rate opportunity | Brisbane | 5 days onsite

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Hands on L1/L2 support in an amazing environement

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Customer-focused | National organisation | Large IT stack

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If you're the kind of Service Desk Analyst who wants to solve the problem rather than simply log the ticket, this could be a great short-term opportunity.

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You’ll join a busy, large scale environment providing hands on Level 1 and Level 2 support to users across a broad range of technology. This is a BAU focused position where you’ll troubleshoot, take ownership of incidents and requests, support users directly and keep things moving within agreed service levels.

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It’s a role for someone who enjoys variety, communicates well and can remain calm and organised when the queue gets busy.

About the Role \n

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• Provide responsive L1 and L2 technical support through phone and ticketing channels.
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• Diagnose and troubleshoot hardware, software and network issues, guiding users through solutions.
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• Complete remote software installations and general administration including password resets, account creation and access management.
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• Take ownership of service requests and incidents, managing them through to resolution or appropriate triage within agreed service levels.
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• Work with vendors on escalations, research solutions and contribute to maintaining accurate knowledge base documentation.
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• Advise, educate and support users while administering shared resources, software permissions, drives and accounts.
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About You \n

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• Strong hands on technical capability across Windows, remote desktop services, hardware, networking, telecommunications and internet troubleshooting.
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• Working knowledge of Microsoft platforms, O365/cloud services, remote management and ticket management tools.
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• Excellent communication, customer service, troubleshooting and problem solving skills with strong attention to detail.
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• Comfortable handling competing priorities, difficult situations and conflict while maintaining your composure in a high pressure environment.
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• Relevant tertiary IT qualifications or equivalent practical experience, ideally gained within a large or complex operating environment.
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• ITIL v4 certification is desirable, and you’ll need evidence of a police check completed within the required three-year timeframe.
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If you enjoy taking ownership, helping people and getting technical issues properly resolved, I want to hear from you.

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