IT Support Professional

2 weeks ago

Canberra, ACT, Australia beBeeCareer Full time $90,000 - $120,000
Service Desk Specialist

Atturra seeks an experienced Service Desk Analyst to advance their career. The role involves providing initial technical support to end-users and clients, assisting with level 2 support as required, troubleshooting, resolving, and escalating IT-related issues across various systems.

Key Responsibilities:
  • Respond promptly and professionally to service desk requests via phone, email, and ticketing systems. Diagnose, troubleshoot, and resolve Level 1 incidents and requests related to hardware, software, network, and other technical issues.
  • Accurately document all user interactions, solutions, and outcomes within the ticketing system. Escalate complex issues to Level 2 or 3 teams in accordance with established protocols.
  • Collaborate with team members and support vendors to resolve issues swiftly and effectively. Contribute to the knowledge base by documenting solutions and procedures for recurring issues.
  • Assist with onboarding and offboarding processes, including user account setup, configuration, and access management.
Working Conditions:

This is a permanent, full-time position requiring an Australian Citizen with Current Baseline Clearance.

Technical Expertise:

The successful candidate will have:

  • Strong knowledge of network, hardware, and software troubleshooting.
  • Experience in remote support tools.
  • Experience with ITSM ticketing system (Manage Engine).
  • Experience with Active Directory/EntraID, Windows 11.
  • Basic experience troubleshooting IOS and Android.
  • Customer Service: Ability to communicate effectively and empathetically with non-technical users.
Analytical Thinking:

The ideal candidate will have proven problem-solving skills and the ability to troubleshoot issues logically.

Team Collaboration:

A collaborative mindset and a willingness to work with colleagues to achieve shared goals are essential for this role.

Certifications such as Vendor certifications (e.g., Microsoft Certified Fundamentals, CompTIA A+, ITIL Foundation) are highly desirable, reflecting a commitment to professional development and technical expertise.

Atturra offers a strong foundation to fulfill your career ambitions.

We currently have professionals working across Australia, New Zealand, Singapore and Hong Kong who are using innovation to lead the way.

The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience.

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