Service Desk Analyst

1 week ago

Brisbane, Queensland, Australia NRI Australia Full time
  • Brisbane CBD on site 100%. Normal office hours
  • Monday - Friday role. Own car and licence required.
The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.

THE OPPORTUNITY

As our Managed Services team grows, we're on the lookout for a down-to-earth Service Desk Analyst to join us in supporting our clients' technical needs.
In this role, you'll have the freedom to make decisions independently while providing friendly and approachable customer service. You'll be the go-to person for responding to calls, emails, and alerts, ensuring our customers are satisfied with our services. Your knack for multitasking under pressure and your
willingness to collaborate will make you a valuable addition to our team.

We are not seeking candidates with IT Degrees for this position.

Responsibilities:
  • Provide first-line support to end-users via phone, email, and remote assistance tools.
  • Log all customer interactions accurately in the ticketing system.
  • Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
  • Escalate unresolved issues to appropriate support teams and follow up on resolution.
  • Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
  • Conduct on-site visits to customer locations for troubleshooting and support as needed.
  • Collaborate with other IT teams to ensure timely resolution of customer issues.
  • Follow established processes and procedures for incident management and service request fulfillment.
  • Assist with documenting and updating knowledge base articles for common issues and resolutions.
Requirements:
  • Valid driver's license and own car for occasional travel to customer sites.
  • Strong customer service skills.
  • Ability to effectively communicate technical information to non-technical users.
  • Basic understanding of IT concepts and troubleshooting techniques.
  • Willingness to learn and adapt in a fast-paced environment.
Qualifications:
  • High school diploma or equivalent.
  • Prior experience in a customer service or help desk role is an advantage but not required.
  • Basic knowledge of Microsoft Windows and Office applications.
  • Strong interpersonal skills and the ability to work effectively in a team environment.
WHO ARE WE"?

Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward – so that you're always ahead of tomorrow.

We're that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success – across business, government and beyond.

We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We're backed by a global reach that makes us a truly game-changing alternative in the digital services space – with local decision-making and authority. And we're
powered not just by technology, but by passionate people who who are fearlessly committed to getting it right for our customers.

Transformative digital solutions take the right team, making the right moves at the right time.

You've found yours with NRI

WHAT'S IN IT FOR YOU?

In exchange for your exceptional customer focused performance & out of the box thinking you'll be rewarded with a career changing experience only consulting can provide.

· Unwavering focus on professional development
· Diverse & challenging project work
· Paid certifications
· Flexibility to juggle what's important to you with work
· Committed health & wellbeing plan
· Competitive salary packages
· Corporate partnerships

DIVERSITY & INCLUSION


We celebrate the diversity of people, and we pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias.

We value our collaborative culture and work together to support a variety of community organisations and social issues.
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