IT Service Desk Analyst

Based in Balcatta
- Competitive remuneration and benefits
- Globally successful, world leading company

ALS is using the power of testing to solve complex challenges. With a passion for science, we serve clients with data-driven insights for a safer and healthier world.

**The Role**
The ALS IT Department is seeking an
**IT Service Desk Analyst** to join our IT Service Delivery team that strives to exceed client expectations by delivering superior support and results on time.

This role is based primarily at our
**Balcatta **site. However, there may be a requirement to travel to a number of other ALS sites in the region to provide support services.

The IT Service Desk Analyst is the front line and face of IT, responsible for being the first point of contact for all ALS staff, providing prompt, courteous, and friendly service via telephone, walk up, self-service or any other contact method. This includes providing first and second level support for all IT systems and services ensuring the security and integrity of computer and user operations are in accordance with ALS security and strategic plan, with a focus on their local geographic region.

**The day to day**
Responsibilities include:

- Provide a single point of contact for all ALS staff, logging all incidents and service requests through the designated helpdesk system.
- Manage incidents, planning and prioritising systematically to minimise backlog and ensure operational efficiency.
- Ensure business continuity, being aware and actively monitoring systems or sites that are down, following ALS Incident management and outage communication procedures.
- Develop contribute and ensure adherence to all IT procedures and policies.
- Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT team, actively seek out improvements, new ideas or solutions for issues that may arise.
- Troubleshoot technical issues to resolution and/or escalate to supplier or partner organizations as required, following to resolution and ensuring the customer is kept informed of progress.
- Administer, deploy and maintain all end-user IT devices (such as computers, laptops, tablets, printers, mobile phones, scanners etc.)
- Support end user and server infrastructure life cycle management, consultation, quoting, vendor management, SOE Build, hardware diagnosis, warranty claims and decommissioning.
- IT asset tracking, software, OS, end user auditing and licence management.
- Administer Active Directory Users and Computers, security groups, User account creation/modification/removal in co-operation with HR.
- Provide support for on-prem and cloud-based video conferencing as well as general AV facilities troubleshooting and support.
- Support and maintain systems to ensure compliance with ALS cyber security controls and standards.
- Provide assistance with maintaining security card access for site.
- Assist with ongoing development of related policies and procedures, including appropriate controls around organisational change management.

**The essentials**
- Minimum of At least 2-3+ years' demonstrated experience as a support analyst within an enterprise environment.
- Tertiary qualification in IT and/or extensive practical experience.
- Demonstrated experience with network support, diagnostics and troubleshooting physical networks.
- Excellent relationship building, and communication skills with an ability to make technical and complex issues simple and easily understood.
- Demonstrated ability to create clear and concise documentation, end user guides, how to guides, technical process guides.
- Excellent organizational skills with the ability to prioritize work, and work autonomously.
- Experience working in a remote service desk team, including the use of an ITSM platform and remote tools.
- Proven experience with Support, Administration and Troubleshooting of the following technologies/solutions in a multi-site commercial environment:

- Microsoft Server 2003-2016 including core services: AD, Group Policy, PowerShell scripting, Sites/Services, DHCP, File/Print, DFS, Replication, Storage, Logging, WSUS etc
- Microsoft Desktop Operating Systems from Windows XP to Windows 11, primarily Windows 10
- Microsoft Exchange 2010 / O365 Hybrid environment
- Microsoft WDS, SCCM
- Active Directory
- Backup technologies (Veeam)
- O365 administration and troubleshooting
- Hyper-V, VMware administration, maintenance and troubleshooting
- Citrix would be an added benefit
- Unified communications (VOIP, VC etc)
- Apple and Android technologies would be advantageous
- Experience working with hardware vendors and 3rd party service providers.
- Sound analytical and problem-solving skills.
- Ability to cope under pressure.
- Excellent written and verbal communication skills.
- Ability to engage with personnel at all levels of the organization.
- Ability to take accountability & responsibility.
- Current driver's license.

**The benefits**
At ALS