Service Desk Analyst

2 weeks ago

Sydney, Australia Pickles Auctions Full time

Service Desk Analyst

**Location**:
Sydney City

Employment Type:
Full-Time Permanent

Department:
Digital - Operations - Service Desk

**WHY WORK FOR PICKLES**
- Hybrid work
- Stable and positive workplace team and culture
- Training and development provided

**ABOUT THE ROLE**
***
We are looking for a customer service focused IT Service Desk Analyst to join our Service desk team. This role is working Monday - Friday (40 hours per week) and can be performed remotely from home. Your key responsibilities will include:

- Identify and diagnose issues and problems
- Categories and record reported queries and provide solutions
- Ensure end to end service delivery for digital workplace devices and their enablement
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Manage escalations effectively ensuring a timely resolution and appropriate customer communications
- Provide essential remote desktop support for IT Service Desk incidents

**ABOUT YOU**

To be successful in this role, you will need to have the following skills and experience:

- Strong written, verbal communication and customer service skills.
- Worked on some Helpdesk Ticketing System like ServiceNow.
- Probe and troubleshoot issues understanding customer needs and setting expectations as per SLA.
- Directly respond meeting SLA, to the request or problem if within areas of expertise or escalate to appropriate team.
- Basic knowledge of Active Directory
- creating new users, roles, password reset and adding devices to domain.
- Understanding of basic troubleshooting for
- Hardware
- laptops, monitors, docking, cabling, software installation and removal, printer set up, Windows OS, Cisco and Zoom phone and basic networking.
- Direct and raise a ticket for request or problem and co-ordinate with vendor support for hardware management and replacement.
- Co-ordinate for imaging and enablement activities for new hires.
- Good basic working knowledge of Microsoft Windows, MS Office and any other common desktop tools.
- Knowledge of ITIL and MacOS preferable but not a must.
- Ability to work responsibly with or without direct supervision.

**WHAT’S IN IT FOR YOU**

***
- **T**raining & Development**- On the job training to make you an expert in your area, internal career pathing opportunities, and study assistance options to help you complete a course or qualification.
- **Community & Wellbeing** - Pickles proudly support local events and charities, enjoy paid volunteer leave and access our employee assistance program for you and your family.
- **Reward & Recognition** - Cash vouchers & recognition awards for doing great work and celebration of long service.

**ABOUT PICKLES**

In a world of uncertainty, we are continuing to innovate the way consumers and businesses can sell, auction and purchase a wide range of cars, recreational goods, industrial equipment and machinery and damaged stock. Our mission is to create trusted marketplaces where everybody wins by delivering value through relationships, simplicity and expertise. Our culture is truly unique - there is genuine mateship, loyalty and passion. We proudly employ over 800 employees across 22+ locations in Australia and Malaysia.

**Choose to further your career with Pickles and become a trusted and valued expert in your field with us today

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