Desktop Support Analyst

6 months ago

Brisbane, Australia Tes Global Full time

We power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.

Being a Desktop Support Analyst, you will provide the first line solution to our internal users by managing service requests and incidents and collaborate with third line engineers to help resolve complex problems. You will have exposure to a wide range of technologies and processes.
The IT Operations team has been set up to open opportunities and increase the breadth and depth of options for professional development.
We succeed by working together, collaborating across teams and global locations and we thrive to create an environment where teamwork is part of the everyday workload.

**Key tasks and responsibilities**:

- Work independently with Microsoft Windows operating systems and Office 365.
- Resolve all IT problems following the ITIL framework and incident management processes.
- Maintain and develop local IT guidelines, processes, practices, and procedures that support a high quality of customer service.
- Provide support on VOIP telephony systems including 8x8.
- Arrange teams’ rooms and video conferencing equipment.
- Provides local Incident Commander role for IT Major Incidents raised within local time zone which includes running War-Room, liaising with stakeholders, Internal Business communications and Post Incident Reviews and be the emergency CAB meeting chair.
- Provide support on troubleshooting of iPhone/iPad and Android with Mobile Device Management support and maintain the office network connectivity via Wi-Fi, cabling, hubs, switches.
- Provide support for the IT service desk as required and ensure all incidents and requests are dealt with within agreed SLA’s.
- Foster good working relationships with other technology teams and business units.
- Be proactive in suggesting new ideas that simplify or accelerate the delivery of technology solutions.

What are we looking for?
- Proven experience as a 2nd Line IT Support Analyst or in a similar role.
- Relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or equivalent.
- Good understanding of corporate network infrastructure and architecture
- Experienced with Azure AD and Intune
- Must have customer service mentality.
- Demonstrable ability to prioritise and multitask.
- Excellent written and verbal communication skills, tactful, enthusiastic, confident, ability to work independently as well as part of a team, and flexible approach to meet changing business needs.
- Understanding of virtualisation would be beneficial.
- A Working with Children Check may be required for this role.

Being part of the Tes team will offer you a rewarding experience including:

- Flexibility and hybrid work - work from the Sydney/Brisbane office 3 days/week with 2 days working from home
- An extra week annual leave - that's 26 days/year to enjoy
- Personal and professional development opportunities with a learning allowance of up to $400/year
- Working with a supportive team where our colleagues care as much as we do.
- Enhanced Paid Parental Leave
- Retail/local area shopping discounts program

If you are eager to make a meaningful impact on a company that works for education and believe you have the enthusiasm and skills to be successful in this role, we invite you to join us at Tes.

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