Service Desk Analyst L 1

4 weeks ago

Greater Adelaide SA, Australia Micale Recruitment Pty Ltd Full time

**Your ticket to an IT career**:

- **Cyber and Cloud Technologies**:

- **Working from home options**

This client is an award-winning Managed Service Provider with a varied and high profile client base. Due to rapid expansion we are seeking an outstanding individual to undertake the role of Service Desk Analyst (Level 1/2) to be located in the company's new Adelaide office. The environment is fast-paced, and is a rare opportunity for you to make a genuine impact in a company that focuses on a culture that embraces creativity, fosters innovation and offers real career progression. This will be your chance to demonstrate delivering results for customers and building strong customer relationships. You will be collaborative, team orientated as well as being able to work autonomously.

**About the Company**

This company is regularly ranked among the top MSPs in Australia. It helps businesses across Australia and New Zealand to use cloud technologies efficiently and securely. It is also committed to support best practice infrastructure solutions to some of Australia’s best-known brands.

**Reporting to Service Desk Manager your responsibilities will include but not limited to**:

- Provide frontline remote support of company’s customers across Australia and New Zealand, covering a variety of technical issues including desktop support, telephony, local area networking and peripherals.
- Assess and triage requests for escalation to higher level support team members;
- Record all work in compliance with company policy (ticket management via Autotask);
- Manage expectations by providing clear communication to clients, team members and other stakeholders on the progress and resolution of work;
- Review and update documentation, including user guides and internal knowledge base;
- Deliver with impact, fast reaction results and remote support to customers across Australia.
- Be able to answer queries accurately and quickly, with a natural ability to predict the customer needs and requirements.
- Evaluate and modernise documentation, including user guides and internal knowledgebase.

**Demonstrated Key Competencies**:

- A basic level of Windows and Mac desktop support, and an understanding of core networking principles and technologies;
- Prior Level 1 IT support experience - essential;
- Experience with Autotask (or another ITIL-compliant ticketing system);
- Excellent customer service skills, with experience working in a high-demand environment.
- Ability to prioritise and multitask
- The ability to provide excellent customer service and provide clear verbal and written communication skills.
- Technical and solutions focused with demonstrated attention to detail.
- Excellent time management skills.
- Quickly learner
- Desire to up skill on different types of technologies;
- An ability to work autonomously
- A current driver’s licence
- Certifications in Microsoft product support and diploma
- level IT education are favourable, not essential.
- This role would suit an individual with at least one years experience in a level 1 position within the IT Industry

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