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Is Service Support Analyst

4 months ago

Clayton, Australia William Adams Full time

With over 90 years as a Caterpillar Dealer, William Adams has proudly made its mark. Together with Caterpillar, we've been there for customers - selling and servicing the best equipment in the world - on land, at sea, in construction, mining and industry.

Our IS Support team require a new team member, who can bring at least 2 years of Level 2 Helpdesk/Support Service Analyst experience.

This is a true support role, supporting 600+ users across various platforms and multiple locations across Victoria and Tasmania, so you must enjoy travelling for work.

**ABOUT THE ROLE**

Reporting directly to the IS Service Desk Manager, you will play a pivotal role as part of a small, fun and dedicated team of IS professionals. Bring your engaging personality, enthusiastic approach and customer service brilliance with the ability to manage multiple requests with varying priorities, within agreed time frames.

**Your key responsibilities will include the following**:

- Ensure all tickets and service requests logged, diagnosed, prioritised and actioned (or escalated) in a timely manner.
- Performing user account creation and maintaining appropriate user access to the various IS systems
- Ensure adherence to William Adams IS policies and procedures
- Assist with installations, configurations and maintenance of IT hardware ie, laptops, desktops, monitors, iPhones, printers and other devices as required
- Assign and maintain IS assets to staff and making sure assets are recorded in Asset database system
- Be actively engaged in continuous improvement of systems and processes

**ABOUT YOU**

**To be considered for this role you will have the following skills, experience & attributes**:

- Be reactive to employee needs
- An engaging and professional communication style
- Good time management, multitasking and organisation ability
- Previous Level 2 support experience with a solid understanding of Windows 10, Microsoft Active Directory, Office 365 etc

You will be surrounded by like-minded professionals that are passionate about William Adams values:
**Integrity - The Power of Honesty**
**Excellence - The Power of Quality**
**Teamwork - The Power of Working Together**
**Commitment - The Power of Responsibility**
**Sustainability - The Power of Endurance**

We will offer you an attractive salary package, opportunities to travel, ongoing training and development, work from home (1 day per week from home). You will also be rewarded with a great range of discounts, benefits, and recognition for great work.

To further discuss this opportunity, please call Katie on 03 9566 0691.

*** Applications close 12th April