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Service Desk Analyst
5 months ago
**Permanent role| Based in Sydney CBD**:
- **Experience in Azure Active Directory, Windows 10, Office 365, OneDrive, SharePoint Online and Intune**:
- **Strong customer support skills|5 day in office|AU Citizens only**
This is a key customer facing role providing technical assistance to internal business stakeholders.
The role will work closely with the Director, IT Services & Operations, and the ICT team to deliver on the short and long-term infrastructure plans and strategies for the organisation.
**5 day in office|AU Citizens only due to security clearance
**Key Skills Required**:
- Respond, log, triage, and conduct troubleshooting to all first level IT Service Requests and Incidents within agreed service level agreement.
- Escalation and management of incidents including Managed Service provider (MSP) / vendors - where applicable.
- User Administration - on-boarding and Device provisioning.
- Service Desk optimization of policy, procedures, and reporting within FreshService.
- Co-ordinate and manage lifecycle of devices, assets, certificates, and software.
- Co-ordinate change management / notifications to internal stakeholders.
- Regularly review, maintain, and update IT documentation, processes, runsheets and knowledge base.
- Ad-hoc administration tasks including expense management and reporting.
- Participate in various projects and IT initiatives.
**Key Skills Required**:
- 3+ years of experience in a Service Desk Analyst role
- Experience in Azure Active Directory, Windows 10, Office 365, OneDrive, SharePoint Online
- Working knowledge of physical and virtual desktop, laptop, phone, servers, printers, and network
- Supporting Microsoft desktop operating systems in an AD/AAD hybrid environment
- VPN and Wi-Fi network support and administration skills
- Working knowledge of Microsoft InTune
- Ability to multi-task, prioritise and adapt to changing priorities in a fast-paced continuously evolving environment to achieve outcomes
- Experience working in multi-vendor environments.
- Outstanding communication and stakeholder management skills
- Relevant Microsoft certifications
- Working knowledge of ITIL best practices
- Working knowledge of ITSM tools
- Strong planning and scheduling skills to ensure all business or project activities are actioned within agreed timeframes
- Experience in financial services is a bonus.
- Please Note: All resumes MUST be submitted in Word format.
- If you are interested in hearing more about this position, don’t hesitate to contact Sumeet Kaur.
