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IT Support Specialist Level 2
2 months ago
People2People Recruitment is a leading recruitment agency that specializes in placing top talent in various industries. We are working with a prestigious commercial law firm to find a skilled Service Desk Analyst (Level 2) to join their team.
About the Role:This is a full-time permanent position based in the Adelaide CBD. As a Level 2 Service Desk Analyst, you will be responsible for providing exceptional IT support to clients and collaborating with a team of IT professionals.
Key Responsibilities:- Incident Management: Monitor and respond to escalated helpdesk calls, prioritize tasks, and log detailed records of user-reported issues.
- Troubleshooting: Diagnose and resolve complex technical hardware and software issues promptly and effectively.
- Issue Escalation: Identify and escalate complex issues to senior technicians according to established procedures.
- User Support: Provide guidance and support to users on software and systems arising from specific helpdesk requests.
- Documentation: Update and maintain knowledgebase articles, FAQs, and other documentation to facilitate efficient issue resolution and user self-help.
- SLA Compliance: Ensure compliance with service level agreements (SLAs) for incident response times, resolution times, and customer satisfaction.
- Team Collaboration: Guide and mentor Level 1 helpdesk support members and collaborate with other IT team members to resolve complex issues and improve overall IT service delivery.
- Security and Compliance: Ensure compliance with IT policies, procedures, and security guidelines when handling user requests and incidents.
- 2+ years' experience in a Service Desk Role or similar.
- Experience in dealing with people in a service capacity within an IT environment and providing support in mobile technologies.
- Computer literacy, including proficient MS Office, Excel & Outlook skills and competency with various IT applications and accounting software.
- Knowledge of cloud computing, server operating systems, and emerging technologies is not essential, but will be highly regarded.
- Programming (for example, Python, Visual Basic.NET, C++)
- Microsoft Entra
- Microsoft Exchange Online
- Microsoft Teams
- Microsoft Power Platform
- Endpoint Security
- Next-generation firewalls
- In-House Learning and Career Development Programs
- Health & Wellbeing Programs
- Flexible Working Arrangements
- Competitive salary
- Social Club
