Service Desk Analyst

T4B is an IT support company based in Southeast Melbourne that specialises in managed IT services and hosted phone solutions. Our clients range in size from 5 to 200 staff and we support a diverse range of on-premise and cloud technologies. We are currently experiencing an exciting period of growth, and as part of our expansion strategy, we are seeking an enthusiastic, well-spoken, presentable, and eager to learn service desk analyst to join our team.

Our Culture

At T4B, we are a family friendly and sociable group of people, and our clients appreciate our technical prowess and personalities. We promote autonomy and empower our team to make decisions. As important as technical experience is, personal attributes are what set us apart from our competitors, as we are a company with personality!

What we offer

• Regular team events
• Flexibility
• Opportunities for growth
• Professional Development

Job Objective

As a service desk analyst, your primary responsibility will be to triage technical requests that our clients make via our ticketing system (ConnectWise Manage). You will also answer phone calls for new ticket requests. You will be given the opportunity to build great client relationships and empowered to make decisions which will help grow your skill set. You will provide exceptional customer service and ensure absolute client satisfaction. Through effective communication and proactive thinking, you will identify opportunities for our clients' environments to be enhanced. Your role will involve collaboration with other team members to ensure best outcomes. We are seeking a proactive and results-oriented professional who thrives in a dynamic and fast-paced environment.

Key Responsibilities

Skills and Experience

Tertiary Qualifications in IT along with microsoft certifications will be highly regarded.

You should have at least one year, preferably two experience working in a helpdesk ideally in an MSP setting, but possibly in a large business' internal helpdesk.

Spoken and written English should be one of your star traits. This role commands 5-star communication.

Good practical understanding of how to troubleshoot and resolve desktop PC issues.

You will be very familiar with Windows Desktop OS, and have some exposure to Microsoft 365.

If you have experience with Windows Server, you will be a highly regarded applicant.

Experience with a PSA such as ConnectWise and RMM tool like N-central will be highly regarded.

Key Performance Indicators

This is a 100% office-based role, however an occasional work from home is ok when a specific need arises .

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