Desktop Support Analyst, Nsw, 6 Months

2 weeks ago

Sydney, Australia Infopeople Full time

Desktop Support Analyst
- NSW
- 6 Months

The Desktop Support Analyst Level 2 provides onsite support to users to troubleshoot and resolve issues of moderate complexity. The overall aim is to provide excellent customer service and assist the business with their use of digital platform.

**Key Responsibilities**:

- Identify and mitigate any risks to Desktop support services on behalf of clients and/or the businesses.
- Provide input to reporting that supports defined SLA's, timeframes, quality/integrity as well as identifiable and actionable insights.
- Manage incident & request triage and response/resolution in accordance with agreed SLA and customer service metrics.
- Ensure that all project and change initiatives are delivered according to scope, quality, timeframes, effort estimates and cost.
- Develop, review and maintain Knowledgebase of the Desktop team and implement preventive maintenance regimes across all equipment (hardware/software) within the portfolio of Desktop services.
- Perform root cause analysis through problem management and actively drive and recommend continuous service improvement across the Desktop portfolio.
- Ensure strict adherence to Security and process compliance to maintain continuous delivery of an effective and robust service. Working independently on remote sites and deliver support for M.A.I.C.D (i.e. moves, additions, installations, changes and decommissioning) of ICT equipment within the scope of Desktop portfolio of services and WHS.

**Key Requirements**:

- Demonstrated Knowledge and experience in configuring, deploying and supporting end user compute hardware and software using SCCM.
- Experience in supporting Microsoft Operating Systems including Microsoft products.
- Experience in configuring and connecting end user compute devices to LANs/Wi-Fi etc. Technical understanding of DNS, Proxy and Group Policies.
- Excellent communication (verbal/written), negotiation and consultative skills. Proficiency in documenting results of technical and other investigations.
- Demonstrated time management skills and ability to manage competing priorities while being able to meet agreed timelines against any agreed initiatives/goals & objectives.
- Demonstrated ability to deal with issues effectively under pressure and in handling, resolving and escalating in crisis situations.

**If this sounds like you**:
**Infopeople - Josie Bandiola**

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