Service Desk Analyst

4 weeks ago

Sydney, Australia Eighty20 Solutions Full time

**Level 1 Service Desk Analyst**

**Location: Sydney/Remote**

**Role Type: 6-month Contract**

**About us**:
Eighty20 Solutions is an Australian based Microsoft Gold partner specialising in cloud transformations and strategic adoption. Our company was born in the cloud and our team of Microsoft consultants are experts in maximising cloud investments and modernising the workplace.

Since our inception, we’ve successfully transformed some of Australia’s largest companies leveraging our unique delivery approach focused on enhancing organisational performance.

Eighty20 attracts people who value a supportive and progressive team culture, rewarding exceptional people for consistently high standards of delivery. Right now, we need Level 1 Service Desk Analysts to join our growing Managed Services team.

**About the role**:
The primary purpose of the role is providing onsite and remote support with a large client, to all levels of the business for in-scope services. This includes:

- Providing quality technical support services to all users in a professional, responsive and effective manner
- Answer incoming calls adhering to clients Service levels
- Logging, managing, escalating and closing problems/incident details in client’s IT Service Management tool
- Responding to customer enquiries via agreed method(s)
- Resolving problems/incidents on first contact or escalating to the applicable level 2 assignment team
- Resolving self-serve raised incidents in queue adhering to clients Service Levels
- Taking ownership of tickets including tracking, monitoring, following up, prioritising, escalating incidents and coordinating with appropriates teams to resolve in a timely manner
- Writing/updating Support Documents and/or Knowledge Articles with up-to-date information, to support self-serve and other assignment groups to efficiently resolve problems/issues.
- Sharing knowledge with other Service Desk/team colleagues
- Reviewing incident queues to support timely resolution and escalate, where required

**About you**:

- Minimum 6-12 months customer facing experience with strong customer facing skills, business acumen and integrity
- Experience in upgrading or supporting Microsoft products including Windows 10 and Office 365
- Understanding of the ITIL Incident Management process
- Experience using call management systems for receipt and making of calls to end users
- Experience in installing and configuring software and hardware
- Experience using VOIP call management systems for receipt and making of calls to end users
- Ability to work autonomously and in a team environment
- Experience in ServiceNow ITSM call logging and management
- Experience in supporting Microsoft Multi-Factor Authentication for end users (eg: MFA resets & Authenticator registration / setup)
- Excellent communications skills, both written and verbal

**Other Important Stuff: Applicants will need to have valid work rights for Australia and be willing to undergo background checks, including probity and police checks.

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