Senior Desktop Analyst

3 weeks ago

Sydney, New South Wales, Australia Data#3 Full time
Senior Desktop Analyst - End User Computing

We are seeking an experienced Senior Desktop Analyst to provide senior technical support to an existing customer in relation to maintenance, installation, use and repair of organisational infrastructure and applications. This role focuses on delivering a client-focused service experience in a professional and timely manner while maintaining customer relationships and complying with SLAs.

What will I be doing?

  • Resolve more complex technical issues escalated by the team
  • Answer customer problems and queries in an effective and timely manner
  • Effectively use the existing escalation process as required
  • Regularly update customers on progress during problem resolution
  • Contribute to team problem resolution processes and actively share knowledge
  • Enhance customer satisfaction through provision of a quality support service
  • Adhere to contracted SLA
  • Provide meaningful, relevant, timely and accurate updates to call logging system
  • Project a positive and professional image when representing Data#3
  • Contribute to the development of customer service delivery improvements, processes, procedures, and documentation
  • Participate in the overall team strategy

What experience and skills will I need?

  • A minimum of 4 years' experience in a Desktop Analyst or related role with proven troubleshooting skills in a desktop support role
  • Ability to deal with busy, high-pressured situations
  • Highly developed customer service skills
  • Developed documentation skills for procedure updates and report creation
  • Proven ability to work within deadlines with minimum supervision
  • Knowledge and working experience of security protocols
  • Experience with technologies including:
  • Active Directory user/group/administration
  • Windows 10/11 build and full management via InTune/AutoPilot and SCCM
  • Desktop Application deployment through SSCM and Intune Policies
  • Fleet Management (laptops, mobiles, iPads, and desktops)
  • MAM / MDM operational management
  • Operational experience with Exchange Shell/GUI, OneDrive, InTune/Autopilot, Azure AD and Powershell
  • Hold a Current Australian Department of Defence baseline security clearance or the ability to obtain a clearance.

Azure Virtual Desktop (AVD) experience would be highly regarded.

REF: KISH112995

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting


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