Service Desk Support Specialist

4 weeks ago

Melbourne, Victoria, Australia ASG Group Full time
Service Desk Analyst Job Description

We are seeking a skilled Service Desk Analyst to join our team in Melbourne. The successful candidate will provide exceptional customer service, diagnose and resolve technical issues, and ensure end-users are managed with care.

Key Responsibilities:

  • Act as the first point of contact for users via Service Desk, phone, and email.
  • Resolve all level 1 service desk issues promptly.
  • Escalate unresolved issues to level 2 support.
  • Provide relevant advice and ask targeted questions to diagnose problems.
  • Ensure service desk incidents and phone calls are answered promptly.
  • Complete incidents, service requests, and tasks in a timely manner.
  • Document all interactions in a Service Manager incident/request system.
  • Collaborate with the wider team on the client site.

Requirements:

  • 1-5 years of experience in a fast-paced Technology Service Desk environment.
  • Strong customer service and stakeholder management skills, with the ability to communicate with diverse audiences.
  • Experience with Windows 10/11 (MCITP preferable).
  • Experience administering user accounts in Active Directory and Office 365.
  • Good understanding of TCP/IP, VOIP, Video Conferencing, and basic networking principles.
  • Familiarity with Apple products such as iPhones and iPads.
  • A positive, can-do attitude.
  • Ability to manage workstation PCs to enhance reliability, availability, performance, security, and compliance.
  • Some experience using IT Service Management tools.

What We Offer:

  • Diverse and challenging project work
  • Flexible public holiday benefits and option to purchase up to 2 additional weeks leave per year
  • Training and development opportunities
  • Salary sacrifice, motor and novated leases
  • Committed health & wellbeing plan including Employee Assistance Program
  • 12 weeks paid parental leave, increasing to 20 weeks for 5+ years service
  • Corporate partnerships

We celebrate the diversity of people and pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias.

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