Support Analyst
2 weeks ago
**Support Analyst**
**Job Summary**:
**Responsibilities**:
Provide 1st & 2nd level end-user support across a wide range of devices including laptops, desktops, printers, phones, and mobile solutions.
Log and categorise incidents and requests, ensuring proper documentation and escalation when necessary.
Assist the Service Delivery team and help build a knowledge base for stakeholders to self-serve.
Take ownership of incidents from beginning to resolution, ensuring satisfactory outcomes for customers.
Stay updated on industry trends and best practices in technology and customer support.
Build and maintain strong relationships with external partners to optimize service delivery and vendor value.
**Requirements**:
1+ year of experience in Service Desk or customer support roles.
Hands-on experience with end-user computing devices such as laptops, desktops, tablets, and mobile devices.
Intermediate knowledge of Microsoft Operating Systems and platforms (Windows 10/11, Office 365, MS Teams, Active Directory, Exchange, SharePoint).
Familiarity with Meeting Room Technologies.
Understanding of the ITIL framework and experience working in an ITIL-based environment.
Superior customer service skills with a proactive and positive mindset.
Excellent problem-solving abilities and strong attention to detail.
Ability to manage tasks and prioritize in a fast-paced environment.
Strong written and verbal communication skills, with the ability to collaborate effectively in a distributed team.
Self-motivated with the ability to work independently and without direct supervision.
Current driver's license.
**Desirable**:
Knowledge of the Mitel telephony platform.
Experience with Microsoft SCCM and PowerShell.
ITIL Certification and experience with asset management.
Tertiary qualifications in Information Systems or related fields.
Based onsite at a client office 5 days a week.
Participation in a rotating on-call roster may be required.
**Job Types**: Fixed term, Casual
Contract length: 6 months
Pay: $29.00 - $31.00 per hour
Expected hours: 38 per week
Schedule:
- 8 hour shift
Licence/Certification:
- Driver Licence (required)
Work Authorisation:
- Australia (required)
Work Location: In person
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