IT Help Desk Analyst

3 weeks ago

Sydney, Australia Genesis IT&T Pty Ltd Full time

**6 Months Contract (with the view to extend or turn Permanent)**:

- **Welcoming and Supportive Environment**:

- **Sydney CBD Location**

Our client is a leading organisation that values employee well-being and strives to create a positive and productive work environment, who are seeking for a skilled IT Help Desk Support Analyst with ability to provide level 1-2 IT support Services for the end users who based at their Sydney CBD office.

**Key Responsibilities**:

- Providing level 1-2 support, including day-to-day IT support, Helpdesk functions, assigned technology projects, and assisting others when needed.
- Provide prompt and courteous IT support services to end users, resolving issues related to Windows 10, Office 365, Windows Server, and Active Directory management.
- Manage user accounts, permissions, and access controls within Active Directory.
- Troubleshoot and diagnose software and hardware problems, utilising remote assistance tools and techniques.
- Collaborate with cross-functional teams to resolve complex technical issues and escalate as necessary.
- Document and track support requests in the ticketing system, ensuring accurate and timely updates.
- Create and maintain user documentation and knowledge base articles for common issues and resolutions.
- Contribute to the development and improvement of IT support processes and procedures.

**Key Requirements**:

- 2+ years of experience working as IT Support, Help Desk Support, or similar role, with a focus on Windows Desktops, Office 365, and Windows Server environment.
- Proficiency in managing user accounts, security groups, and access controls within Active Directory.
- Experience with basic network troubleshooting such as WAN / Routers / Switches.
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
- Experience with IT ticketing systems and a commitment to providing exceptional customer support.
- Understanding of ITIL Service Management framework.
- Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users.

**Contract Rate**: $40-$50 per Hour (incl. super)

**Job Ref**: 3648508

**TO APPLY**: please click on the appropriate link.

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