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IT Support Specialist

2 months ago

Brisbane, Queensland, Australia Paxus - Technology + Digital Talent Full time

Job Summary:

Paxus - Technology + Digital Talent is seeking an experienced Service Desk Analyst to join their IT team. As a key member of the team, you will be responsible for delivering exceptional technical support, demonstrating outstanding customer service skills, and exhibiting proficiency in collaborating with diverse stakeholders to effectively address software and hardware issues.

Key Responsibilities:

  • Deliver first-level support effectively responding to user queries and technical support requests via ticketing systems.
  • Collaborate with IT colleagues and users to troubleshoot and resolve software and hardware issues promptly and efficiently.
  • Utilize ticketing systems to track and manage user requests, ensuring accurate documentation and resolution.
  • Manage and maintain user accounts and groups in Active Directory.
  • Evaluate and escalate complex issues to higher-level support teams as necessary.
  • Focus on end outcomes and align work processes to achieve desired results, measured through Key Performance Indicators (KPIs).

Requirements:

  • At least two years of experience in a Service Desk or technical support role.
  • Proficiency in using ticketing systems for incident and service request management.
  • Familiarity with Active Directory, including user account management.
  • Proven customer-facing experience with excellent communication and interpersonal skills.
  • Solid experience with setting up and troubleshooting AV technologies.