2nd Level Service Desk Analyst

2 weeks ago

Melbourne, Australia Sharp & Carter Full time

Salary $95K~$105K + super
- Excellent opportunity for a 2IC
- Central CBD, WFH and minimum 2 days a week in the office

Senior 2nd Level Service Desk Analyst

Position Overview:
**Responsibilities**:

- Provide 2nd level (sometimes 3rd level) technical support
- Lead and mentor junior team members
- Monitor ticket queues, prioritize tasks, and ensure timely resolution of incidents and requests using Service Now
- Support voice and video conferencing: Assist with the setup and troubleshooting of voice and video conferencing systems, including Microsoft Teams, Pexip, and Cisco hardware.
- Manage Citrix XenApp and Citrix Gateway: Provide support for virtual desktops and VPN access through Citrix XenApp and Citrix Gateway.
- Remote Desktop support: Assist users with remote access and troubleshooting of remote desktop connections.
- IT asset management: Maintain hardware and software inventory, including tracking and auditing assets.
- User and account administration: Manage user accounts, permissions, and access rights in accordance with company policies.
- Network infrastructure knowledge: Familiarity with routers, switches, firewalls, and UPS units is advantageous.
- Mobile Device Management (MDM) administration: Experience with MDM tools for managing mobile devices.
- Deployment and software management: Familiarity with software deployment tools like SCCM for managing software installations and updates.
- Microsoft SharePoint and Yammer: Basic knowledge of SharePoint and Yammer platforms.
- Strong communication skills: Excellent written and verbal communication skills, with the ability to communicate technical concepts to non-technical users effectively.
- Servicing staff at all levels: Confidently interact with staff members at all levels, including senior management and board-level executives.
- Team leadership and workload management: Ability to lead a team, manage workloads, and prioritize tasks effectively.

**Requirements**:

- 3-5+ years of experience: Proven track record in providing technical support in a Windows environment, handling second-level incidents and requests.
- Leadership experience: 1-2 years of experience in a team lead or supervisory role, demonstrating the ability to mentor and guide junior team members effectively.
- Significant IT knowledge: Strong proficiency in Windows 10, Windows Server OS, MS Office Suite (2010-365), Microsoft 365, and Microsoft Teams.
- Service desk ticket management systems such as Service Now or Remedy.

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