Service Desk Analyst
1 day ago
Imagine joining an organisation that has a great working culture and an award-winning brand That’s exactly what you will get when you join Centorrino Technologies. Our values, our people, our brand and our customers mean everything to us.
Here at CT, we put a lot of effort into delivering the best customer experience of any managed ICT provider in Australia.
We work pretty hard at CT, but that doesn’t come without a little play.
- Choose your workplace - Work a hybrid model of head office and home
- Training and development - We offer heaps of courses, certifications, and coaching
- Wellbeing Subsidies - You’ll get discounts on your gym, yoga and Pilates memberships
- Mac or PC? Your choice
- Cost Price Tech - CT discounts
- Events, Events, Events for everyone
- 3pm snack trolley - A cart of goodies with lollies, fruit and other snacks will make its way around the office at 3pm daily
- Everyone has a very personalised career and learning plan. Our commitment is to help you to become the best you can be.
- The list goes on.
About the Role
**Responsibilities**:
- Provide excellent Customer Service by maintaining regular communication with users and provide updates proactively
- Manage and resolve service requests within the agreed SLA’s
- Take initiative by proposing improvements, workarounds, solutions
- Act as the first contact point for monitoring and event management to ensure incidents are identified and resolved in a timely manner
- Escalate validated incidents promptly to higher-level teams where required
- Seek to continuously grow and develop skillsets within your knowledge domain
- Contribute to the internal knowledge base
Qualifications, Skills & Experience
Required:
- Excellent written and verbal communication and interpersonal skills
- A strong analytical and problem-solving mindset
- A drive to improve, innovate and think outside of the box
- A base level understanding of networking protocols, networking topology and networking equipment.
- A base level understanding of server infrastructure.
- Willingness to mentor junior team members and create documentation to assist with first touch resolutions.
- A strong willingness to learn and the ability to foster strong cross-team relationships.
- Great time management, task prioritisation capabilities and a team centric mentality to work
- A personality that enjoys a fast-paced environment, helping others and can work under pressure in peak periods
Considered favourably:
- Prior experience with ConnectWise
- Completion of an ITIL certification
- Experience with scripting and automation
- Relevant tertiary qualification in the Information Technology or Computer Science field
All our team members are required to obtain and maintain a valid Police Check and VIC Working with Children Check.
**Salary**: $50,000.00 - $60,000.00 per year
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