Service Desk Analyst - Transitions

Workable workplace: remote; Workable locations: AustraliaFull-Time

Salary not disclosed

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Job Details

Have experience as an IT Service Desk Analyst.
Bring strong verbal and written communication skills and explain technical issues in simple terms.
Demonstrate customer service orientation and the ability to work well under pressure.
Use problem-solving skills to prioritize and manage multiple tasks.
Have experience maintaining environments, accounts, access permissions, and troubleshooting issues.
Experience with IT service desk software and ticketing systems is ideal.
Have some exposure to networking fundamentals, employee lifecycle and access management, SharePoint and OneDrive management and troubleshooting, modern application deployment, or printer fleet management.
Prior experience with ConnectWise or PowerShell scripting is desirable.
Hands-on experience with enterprise IT tools such as ticketing systems, remote support software, and monitoring tools is desirable.
Confidence implementing and updating GPOs is desirable.
Microsoft-based certifications, an ITIL certification, or a relevant tertiary qualification in Information Technology are desirable.
A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

Manage inbound and outbound calls and emails to investigate and resolve end-user issues.
Triage inbound calls and tickets and escalate them to senior teams when necessary.
Manage end-user accounts and devices across modern platforms.
Create documentation and update the internal knowledge base.
Build rapport with end users through email and phone while working toward timely resolution of incidents and requests.
Provide first-level support and troubleshoot technical issues involving hardware, software, and network systems.

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