Desktop Support Analyst

3 weeks ago

Melbourne, Australia Operandi Full time

Work onsite in Melbourne CBD
- Large Enterprise Organisation
- Great team environment

Operandi Consulting are seeking an experienced desktop support analyst for a 3-month contract position based onsite in Melbourne CBD.

We are looking for someone to start ASAP with strong customer and communication skills.

Working in a team of 3, you will be responsible for approximately 30 to 50 calls per day, logging the issue, resolving the issue, or escalating to the appropriate Team Member.

We are looking for someone with 18 months to 2 years’ experience in a desktop support role, ideally with experience in SharePoint / SharePoint Administration

***
The Desktop Support role is responsible for providing a comprehensive range of IT and
**SharePoint **technical support to employees across the enterprise client. The focus is to ensure all our employees have access to functional, contemporary technology resources, including computer hardware, software, mobile devices and printers, collaboration, and virtual meeting technology.

The position supports our customer, both at Corporate and the broader enterprise level and plays a key role in fulfilling the strategic demands for technology and services within agreed timeframes.

**KEY RESPONSIBILITIES**

**TECHNICAL SUPPORT SERVICES**
- Ensure all incidents and interactions are logged in the Service Desk ticketing system and meet completeness and quality requirements.
- End to end ownership of incidents and incident resolution against agreed SLAs
- Provide remote and onsite support, troubleshooting and resolution to technical issues on hardware, software, and mobile devices.
- Research, resolve and respond to customer queries and enquiries efficiently and effectively.
- Identify reoccurring incidents and requests and contribute to problem resolution including appropriately escalating calls or tickets to other IT team members, ensuring all necessary information is documented.
- Effectively work within the ticketing system ensuring queues are managed according to SLAs and business requirements.
- Ensure the Service Catalogue is kept up to date, including ensuring any procedure documentation is also updated.
- Maintenance across the lifecycle of all IT assets including hardware, software, and mobile device management.
- Meeting room support, including AV and online meeting configuration and user assistance.
- Adhere to team policies and processes for handling of service desk requests and services.

**CUSTOMER SERVICE**
- Establish positive and productive relationships with internal customers.
- Maintain a strong customer service focus which fosters a work environment of high achievement and continuous improvement.
- Assist in raising the profile of IT.
- Continuous focus on maintaining a high level of customer satisfaction.
- Communicate system outages to all staff.

**ENTERPRISE TECHNOLOGY**
- Provide technical support and administration for **SharePoint Online**.
- Assist with the administration, provisioning, and management of network components (e.g., patching, etc.) as required.
- Assist with the procurement, configuration and management of end user hardware and software technologies.

**QUALIFICATIONS AND EXPERIENCE**
- 18 months experience as a Desktop Support/Service Desk, or similar.
- 12 months experience providing **SharePoint** support and/or administration.
- Experience working autonomously.
- Strong Windows administration and support experience using current technologies.
- Excellent Microsoft 365 administration and support experience
- Strong Microsoft SharePoint administration and support experience
- Active Directory/Azure AD administration
- Understanding and experience with communications equipment and network patching.
- Desirable to be ITIL trained to foundation level.
- Desirable to have experience with mobile device management (e.g., Microsoft Intune)

**SKILLS AND ATTRIBUTES**
- Exceptional customer service skills (over the phone and in person) with a variety of stakeholders and able to work onsite in Melbourne CBD 5 days per week.
- Ability to communicate and relate effectively with a wide range of people, both internal and external stakeholders.
- A genuine desire and willingness to contribute effectively to the success of the team.
- Ability to prioritise tasks and competing priorities.
- Ability to adapt and be flexible, whilst remaining calm under pressure.
- Attention to detail.
- Proven track record of being reliable and responsible.
- Commitment to work onsite and within a team roster to meet support requirements.
- Desirable to have knowledge of Microsoft Power Platform (Power Automate, PowerApps)

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