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Service Desk Analyst

Service Desk Analyst

The Network Technology RecruitmentCouncil of the City of Sydney, NSW, Australia
3 days ago
Job description

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Connecting Project Delivery, Agile and Transformation Consultants

With around 700 employees, this ASX-listed organisation is well known for its supportive and people-focused culture. Once you're part of the team, you'll want to stay! This is a fantastic opportunity for someone seeking a permanent position to start as soon as possible. The role is based in beautiful offices in the heart of Sydney's CBD, just a short walk from all major train stations.

About the role

You'll be the friendly face of IT support, delivering exceptional customer service while helping users with Level 1 and 2 technical issues. Working alongside a knowledgeable and supportive team at the tech bar, you'll solve problems, share your expertise, and keep things running smoothly – all while growing your career in a dynamic, tech-driven environment.

Key responsibilities

  • Ensure all Helpdesk monitoring & testing processes are adhered to on a daily basis.
  • Build productive relationships with Support groups & customers.
  • Manage the Techbar walk-in service, providing a friendly and knowledgeable service to internal customers who drop in the techbar.
  • Acquire & maintain knowledge of the systems & solutions to enable suitable troubleshooting, diagnosis & resolution of incidents as applicable.
  • Participate in knowledge sharing by creating and updating knowledgebase articles.
  • Continuously evaluate and identify opportunities to drive process improvements.
  • Distribute escalated incidents & standard requests to support teams.
  • Provide sufficient information within incidents & standard requests.
  • Provide accurate informationsolutions to customer incidents & enquiries.

Skills and Experience

  • Proven track record with exceptional customer service performance
  • Minimum of 3- 4 years' experience in a Technology support role.
  • Experience with Microsoft Technologies - Windows 10, Active Directory, Office 365, Intune, Windows Server, Azure, Skype for Business, SCCM.
  • Experience with the following technologies - Citrix, Networks, Cisco, Aruba, Polycom and meeting room technologies an advantage
  • Exposure to high-end corporate environments
  • Outstanding verbal communication and interpersonal skills
  • Ability to liaise in a professional manner with relevant stakeholders
  • Demonstrated ability to use initiative, work autonomously and assume full responsibility for completion of tasks
  • Effective time management skills and the ability to organise and prioritise tasks to meet deadlines
  • Experience managing and supporting Audio Visual technologies in high profile events, presentations and meetings is required

    • Benefit and culture

  • Flexible working environment
  • Fantastic culture; friendly, supportive team
  • Ongoing training and opportunities to grow your career
  • Immediate start
  • 5 Extra annual leave days a year

    • Seniority level

  • Entry level

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • Technology, Information and Internet

    • #J-18808-Ljbffr

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    Service Desk Analyst • Council of the City of Sydney, NSW, Australia