Senior Service Desk Analyst

1 week ago

North Sydney Council, Australia Data#3 Ltd Full time

Job Description

  • Join our high-performing team in a customer-focused role
  • Work for an HRD Employer of Choice winner for 9 years in a row
  • Role based in North Sydney or Brisbane close to public transport - hybrid working

Who is Data#3?

Listed in 1997, Data#3 is now an ASX200 listed company reporting revenues of $2.5 billion in the 2023 financial year. Headquartered in Brisbane with more than 1,400 employees, it has facilities across 12 locations in Australia and Fiji.

Voted HRD's Employer of Choice for the last 9 years, Data#3's culture is built on five core values; Honesty, Excellence, Agility, Respect, and Teamwork (HEART) and these values are integral to the way Data#3 works internally and externally with our customer.

The Role:

We are looking for an experienced Senior Service Desk Analyst to join our National Managed Service team to improve the support for our growing customer base.

You will be a proactive individual who is passionate about customer service.

If you are looking for a Senior role in a growing and fast-paced environment, then this could be the ideal next step for your career.

Key Responsibilities:

  • Provide Service Desk support to our key customers
  • Work closely with internal & external stakeholders
  • Manage multiple requests via email, messenger and phone calls
  • Develop and maintain deep customer relationships
  • Identify the urgency or customer requests and manage priorities
  • Develop & mentor junior staff
  • Train and coach team members

Background and Experience:

  • At least 3 years' experience working in a corporate environment as a Service Desk Analyst
  • Experience in request logging tools
  • Proven track record in providing excellent customer service and technical support
  • Knowledge and experience in Active Directory, Citrix, Exchange, Windows O/S - 7/8/10, Office Suite 2013/16, Office 365
  • Excellent knowledge and experience in supporting hardware – Desktop, Printers and Peripherals
  • ITIL certification or have knowledge of ITIL
  • Reliability, efficiency, and the ability to learn processes and technologies quickly
  • Experience working in a managed service environment is desirable
  • Able to independently work autonomously
  • Relevant Tertiary or Diploma qualifications and industry certifications
  • Demonstrated experience in a Service Desk, Call Centre or related graduate program
  • An understanding of ITIL & Service Level Agreements
  • Experience with technologies:
  • Active Directory user/group/policy management
  • Windows 10/11 build and full management via Intune / SCCM
  • Desktop Application deployment through GPO or Intune Policies
  • Fleet Management (laptops, mobiles, iPads, and desktops)
  • MAM / MDM deployment and operational management
  • M365 Operational management – Exchange, Endpoint, SharePoint, Teams, OneDrive, and Azure Active Directory.
  • Service-Now or similar ITSM Ticket Logging systems

Please note that Data#3 will request as part of the recruitment process, reference checks, and verification of your right to work in Australia. You may also be required to undertake background checks and police checks for security clearance pertaining to specific job requirements.

Job No: KAWI111604

Data#3 will request as part of the recruitment process reference checks and verification of your right to work in Australia. All final applicants for this position will be asked to consent to a police check. Please note that applicants with criminal records will not automatically be excluded from the recruitment process. Each application will be considered on its merits and inherent requirements of the role.

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