Service desk analyst

1 week ago

Sydney, New South Wales, Australia The Recruitment Company Full time

The Role

A permanent opportunity is available with Australia's well respected and largest law firm in their Sydnet office. They are looking for an IT Service Desk Analyst - L2 with a customer centric approach to join a dynamic team. Strong communication skills is a must as this role serves as the primary conduit for all technology-related queries and requests, including the identification of recurring support incidents, aiding in problem resolution, and escalating to other technology teams as necessary.

This position functions within a rotating 8-hour shift roster, aligning with the current office hours of 7.30am to 6.00pm on weekdays and non-national public holidays.

Key Responsibilities:

  • Manage the desktop support queue via ServiceNow, ensuring timely issue resolution.
  • Troubleshoot and resolve hardware and software issues for desktops, laptops, and peripherals.
  • Provide AV support for Client Services Floors and meetings.
  • Ensure compliance with SLAs.
  • Escalate complex issues to appropriate support groups with comprehensive details.
  • Maintain clear communication with the business on technology updates.
  • Log all support activities and resolutions in ServiceNow.
  • Own support tickets from initiation to resolution, ensuring user satisfaction.
  • Collaborate with other support teams to enhance AV solutions.
  • Share technical expertise with staff and colleagues.
  • Identify and recommend solutions for recurring issues.
  • Articulate and enforce technology policies and procedures.
  • Participate in technology services team meetings.
  • Engage in projects to improve technology services.
  • Embrace job rotation opportunities to broaden skills.
  • Provide on-site and remote support as required, minimizing disruption to operations.

About You

  • Extensive experience in a Level 2 Desktop role.
  • Knowledge of Microsoft Office 365 and applications such as Word, Excel, and PowerPoint.
  • Experience in a Windows 10 environment.
  • Hardware maintenance and upgrade experience (e.g., diagnosing faults, installing RAM).
  • Understanding of telecommunications (VoIP and mobile).
  • Knowledge of helpdesk call logging software (e.g., ServiceNow or Remedy).
  • Familiarity with Windows, Apple iOS, and Android technologies, and ability to work in environments that include PC desktops, printers, laptops, mobile devices, tablets, apps, and peripherals.
  • Basic experience in setting up home/small network environments and associated technologies, including switches, routers, and wireless access points.
  • Exceptional client service skills and the ability to engage with people at all levels.
  • Strong analytical and problem-solving skills.
  • Strong verbal and written communication skills, including the ability to explain technical information in non-technical terms.
  • Ability to consult and contribute ideas within a team environment.
  • Ability to work calmly under pressure.
  • Ideally PR/Citizen
  • Sponsorship is unavailable, but we welcome visas that do not need sponsorship

Apply Now We are actively reviewing CV's as they come in.

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