IT Support Analyst

2 weeks ago

Camden Council, Australia LIZARD CONSULTING LIMITED Full time

As the first point of contact for IT-related queries, you will provide 1st line support to staff and partners. You’ll work closely with experienced team members to learn how to resolve technical issues, manage IT assets, and support business operations.

This role will work an early/mid/late shift, between the hours of 08:00 - 21:30, with late shifts responsible to an overnight on call. There is a lot of flexibility in the shift and weekend work.The role entails weekend work, split across the Service Desk and End User Compute teams to support the business during peak times of sport. Days of in lieu will be given when working a weekend.

What type of candidate are you?

Someone who is naturally interested in existing and future technologies. A conscientious and dynamic team player who will take pride in being part of a well respected Service Desk Team. Someone who demonstrates self-discipline and attention to detail through their work. You will be confident in taking ownership of Service Desk tasks - working independently or as a team when required. You will be able to perform well under pressure when required. You enjoy building great working relationships with the people you work with and support around the business.

What will you be doing?

- Provide 1st line IT Support to all supported users that contact the IT Service Desk.
- Assist on the starters, leavers, and movers' process
- Assist on employee onboarding and technical training events, providing inductions as required.
- Performing Daily/Weekly/Monthly Scheduled Tasks
- Undertaking end-to-end office desk moves and changes
- Manage stock asset management, ensuring levels remain at buffer stock and liaising with vendors to replenish when required.
- Ensuring all technical issues and queries received via chat, phone, email, self-service portal, or drive-by’s are logged, tracked, and actioned according to agreed processes and best practice.
- Providing a service that is responsive to customer needs by solving as many problems as quickly and directly as possible; if necessary, liaising with other Tech staff to complete the resolution of the user’s needs.
- Learn and apply ITIL best practices in daily tasks.

What skills will you have?

- A fast learner – enjoys learning new technologies and processes
- Delivering high quality customer service both in person and remote.
- Strong interpersonal skills and a demonstrable ability to build effective relationships at all levels.
- Experience administering a range of Microsoft technologies (O365, Exchange, SharePoint, OneDrive, Teams, Active Directory, Azure Active Directory, Intune).
- CompTIA A+ qualification or working towards this.
- An understanding and experience of using ITIL Foundation in a working environment.
- Previous experience of using an IT call-logging system for service requests and incident management. Use of ServiceNow an advantage.

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