IT Service Desk Analyst

2 weeks ago

Sydney, New South Wales, Australia Interface, Inc. Full time

Interface is a global flooring solutions company and sustainability leader, offering an integrated portfolio of carpet tile and resilient flooring products that includes Interface carpet tile and LVT, nora rubber flooring, and FLOR premium area rugs for commercial and residential spaces. Made with purpose and without compromise, Interface flooring brings more sophisticated design, more performance, more innovation, and more climate progress to interior spaces. A decades-long pioneer in sustainability, Interface remains "all in" on becoming a restorative business. Today, the company is focusing on carbon reductions, not offsets, as it works toward achieving its verified science-based targets by 2030 and its goal to become a carbon negative enterprise by 2040.

Summary: The Technical Support Analyst supports internal customers with complex workstation or application-related issues, including peripheral equipment such as printers.

Duties and Responsibilities:

Ensures timely resolution to incidents, problems, and fulfillment of requests. Provides technical support that may include PC/Mac end-users, telco, server, signaling, audio/visual, and/or enterprise applications, as well as technical advice, guidance, and informal training on hardware and software. Monitors technical solutions for exception-based events or indicators. Troubleshoots and restores routine technical services and equipment by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. Performs root-cause analysis and develops checklists for typical problems, as well as recommends procedures and controls for problem prevention. Assists in the installation and rollout of new technology solutions. Maintains a knowledge database to enhance the quality and timeliness of problem resolution, as well as, within a team setting, share information and assist others with incidents. Provides guidance and training for less experienced team members, when necessary. Maintains and publishes reports on IT metrics. Cross-trains, assigns, and reviews the work of more junior team members and serves as a technical resource. Drives closure to open IT operational issues within the problem and change system. Handles face-to-face Executive suite support at corporate headquarters. Participates in an on-call support rotation schedule. Travels to other Interface sites for support as needed.

Requirements:

Education: Associate degree or equivalent experience. Preferred certification CompTIA A+ or CompTIA Network+ Experience: 3 - 5 years IT technical support experience Skills: Demonstrates thorough knowledge of the principles, concepts, and theories of self-discipline. Understands IT procedures, policies, practices, and systems. Displays broader business and organizational acumen. Communicates effectively and professionally at all levels of the organization. Prioritizes multiple tasks and issues efficiently.

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