Service Desk Analyst

1 month ago

Brisbane, Australia NRI Australia Full time

**The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.**

**THE OPPORTUNITY**

As our Managed Services team grows, we're on the lookout for a down-to-earth Service Desk Analyst to join us in supporting our clients' technical needs.

willingness to collaborate will make you a valuable addition to our team.

**Responsibilities**:

- Log all customer interactions accurately in the ticketing system.
- Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
- Escalate unresolved issues to appropriate support teams and follow up on resolution.
- Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
- Conduct on-site visits to customer locations for troubleshooting and support as needed.
- Collaborate with other IT teams to ensure timely resolution of customer issues.
- Follow established processes and procedures for incident management and service request fulfillment.
- Assist with documenting and updating knowledge base articles for common issues and resolutions.

**Requirements**:

- Valid driver's license and own car for occasional travel to customer sites.
- Strong customer service skills.
- Ability to effectively communicate technical information to non-technical users.
- Basic understanding of IT concepts and troubleshooting techniques.
- Willingness to learn and adapt in a fast-paced environment.

**Qualifications**:

- High school diploma or equivalent.
- Prior experience in a customer service or help desk role is an advantage but not required.
- Strong interpersonal skills and the ability to work effectively in a team environment.

**WHO ARE WE"?**

**Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you’re always ahead of tomorrow.**

**We’re that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond.**

**We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We’re backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority. And we’re**
**powered not just by technology, but by passionate people who who are fearlessly committed to getting it right for our customers.**

**Transformative digital solutions take the right team, making the right moves at the right time.**

**You’ve found yours with NRI**

**WHAT’S IN IT FOR YOU?**

In exchange for your exceptional customer focused performance & out of the box thinking you’ll be rewarded with a career changing experience only consulting can provide.
- Unwavering focus on professional development
- Diverse & challenging project work
- Paid certifications
- Flexibility to juggle what’s important to you with work
- Committed health & wellbeing plan
- Competitive salary packages
- Corporate partnerships

**DIVERSITY & INCLUSION**

We value our collaborative culture and work together to support a variety of community organisations and social issues.

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