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Desktop Support Analyst

3 months ago

Melbourne, Victoria, Australia Crawford & Company Full time
  • Permanent full-time opportunity
  • Great team culture
  • Flexible working supported

About Our Culture

At Crawford, we prioritize our team members' well-being. We look for individuals with the right attitude and nurture their skills within a positive work environment to help them excel in their roles.

We are searching for someone who not only fulfills the job requirements but also enriches our team culture. Key qualities we value include:

  • Drive – You are motivated to deliver high-quality work and service.
  • Integrity – You are reliable and honor your commitments.
  • Growth mindset – You promote collaboration, seek feedback, and share knowledge with your colleagues.

About the Opportunity

An exciting opportunity awaits as a Desktop Support Analyst at our organization. In this role, you will be the first point of contact for technical support, assisting with hardware, software, and service-related inquiries, providing prompt and organized resolutions while ensuring top-notch customer service.

About You

  • You are a proactive problem-solver.
  • You can manage tasks effectively in high-pressure situations.
  • You excel in project management and ITIL-aligned processes.
  • You demonstrate integrity, professionalism, and attention to detail.
  • You have strong problem-solving and analytical skills.
  • Excellent customer service and communication skills are your forte.

Key Requirements

  • Minimum 5+ years' experience in a similar role.
  • Hands-on experience with laptop, desktop, and printer setups.
  • Proficiency in Windows 10, Active Directory, O365.
  • Strong written and interpersonal communication skills.
  • Exceptional organizational skills and work ethic.
  • Positive attitude and proactive problem-solving approach.
  • Ability to handle multiple tasks simultaneously.

Key Responsibilities:

  • Provide Level 1/2 IT Service Desk support.
  • Address incoming calls and emails promptly.
  • Support iPhone (IOS) and Surface Go devices.
  • Assist in user onboarding and offboarding processes.
  • Experience in using ticketing tools following ITIL processes.
  • Troubleshoot computer and software issues, documenting relevant information accurately and collaborating with team members for timely resolutions.
  • Ensure compliance with governance models like SOX and data security regulations.
  • Offer feedback to enhance best practices and processes within the team.
  • Provide necessary status reports to management.