Service Desk Analyst

2 weeks ago


Canberra, ACT, Australia RGIT Australia Full time
Job Description:

Service Desk Analyst

Provide technical support to end-users, troubleshoot and resolve technical issues, ensuring customer satisfaction.

The Service Desk Analyst will work closely with other IT professionals to ensure the smooth operation of our organization's IT systems.

Suitable for Australian citizens who can hold and maintain an active Baseline clearance due to client requirements in working with Australian Federal Government.

Responsibilities:
  • Provide technical support to end-users via phone, email, or in-person.
  • Troubleshoot and resolve technical issues related to hardware, software, and network connectivity.
  • Escalate complex issues to appropriate IT personnel.
  • Document and track all support requests and resolutions in a ticketing system.
  • Ensure timely resolution of all support requests and follow-up with end-users to ensure customer satisfaction.
  • Assist with the installation, configuration, and maintenance of hardware and software.
  • Provide training and support to end-users on IT systems and applications.
  • Participate in IT projects and initiatives as required.
Qualifications and Experience:
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Some experience in a technical support / customer service role such as service desk, desktop support.
  • Knowledge of Windows operating systems, Microsoft Office Suite, and network connectivity would be advantageous.
  • ITSM experience such as ServiceNow.
  • Excellent communication and customer service skills.
  • Ability to work independently and as part of a team.
  • Strong problem-solving and analytical skills.
  • ITIL certification is a plus.
About Us:

Digital61 are a Cloud first systems and security integrator passionate about ensuring our customers are digitally equipped to provide high-quality services to Australians.

We embody three principles in the solutions and services which we design, deploy, and manage: Simplicity, Mobility, and Security.

Simplicity: Digital61 meets our customers' requirements with the simplest, standards-based solutions.

Mobility: Digital61 assist businesses to unlock the inherent mobility embedded in cloud.

Security: Digital61 builds security into all services and solutions, providing accredited IRAP assessors and security analysis capability to all managed services.

What We Offer:
  • Professional development opportunities including training, certification support, and career advancement.
  • Diverse and dynamic teams with a supportive and inclusive culture.
  • A commitment to People & Culture and new teams to drive initiatives.


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