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IT Business Support Specialist

2 months ago

Melbourne, Victoria, Australia Anton Murray Consulting Full time
Job Description

Company: Anton Murray Consulting

Job Title: IT Business Support Analyst

Location: Melbourne

Job Type: Contract or Temporary

Job Summary

We are seeking an experienced IT Business Support Analyst to join our team at Anton Murray Consulting. As an IT Business Support Analyst, you will be responsible for providing technical support to our clients and partners, analyzing systems' needs, handling problem resolution, and providing quality assurance reviews.

Key Responsibilities
  • Provide Business as Usual (BAU) IT Support: Assist partners in devising hardware and software solutions using personal computers (PC), data communications equipment, terminals, electronic office equipment, and desktop tools.
  • IT Service Management: Manage incidents, problems, and changes using the Global Support Model.
  • Analyze and Implement Changes: Analyze the impact, risks, and effort needed to implement change requests and help carry out approved changes to the system.
  • Coordinate with Global Support Teams: Work with Global Support Teams to coordinate changes and support required by business partners.
  • Monitor and Analyze Issues: Regularly check for new issues/incidents raised by key business partners, generate and analyze trending reports, and identify opportunities for systemic improvements to service results and periodic SLA reports/scorecards.
  • Escalate and Resolve Issues: Analyze, track, and monitor escalated issues, act as a resolution owner, and ensure that issues are properly resolved.
  • Provide Support for Critical and Major Incidents: Provide support to Critical and Major Incidents that may constitute to a possible miss in SLA.
  • Own Critical/Major Incidents: Own Critical/Major Incidents, Resolution, and Escalated Incidents until closure.
  • Provide Regular Updates: Provide regular updates, analysis, and next steps as appropriate during outages.
  • Deskside Support: Provide deskside support to Partners.
  • Audio-Visual Support: Provide Audio-Visual support to partners.
  • Capacity and Asset Management: Perform Capacity Management and Asset Management, including asset deployment and planning, monitoring, and recording IT assets to ensure compliance with internal and external regulations and vendor contracts.
  • Project Support/Management: Support migration activities, testing activities, and provide pre-go Live, Go-Live, and Post Go Live support.
  • Work with Global Core IT Teams: Work with Global core IT teams on Projects & Build-outs.
Requirements
  • Knowledge and Skills: Knowledge of networks, database, or operating systems, PC/LAN/WAN, Citrix/VDI, telecommunications technologies, and information security technology.
  • Strong Analytical Skills: Strong analytical skills and attention to detail.
  • Excellent Communication Skills: Excellent communication skills both written and oral.
  • Good Project Management Skills: Good project management skills.
  • Good Interpersonal Skills: Good interpersonal skills are essential to successfully service clients and to maintain good working relationships with partners.
  • Good Working Knowledge: Good working knowledge of and troubleshooting experience in Office 365 (on prem and cloud), Outlook, Lotus Notes, and SharePoint.
Qualifications
  • Education: A bachelor's degree or its equivalent.
  • Experience: Minimum 1-2 years' of technical experience in operating systems, database, telecommunications, PC, LAN, WAN, and data security technologies.
  • Certifications: ITIL, MCSE, MCSA, and CCNA certification a plus.
  • Working Knowledge: Working knowledge of Service Now System tool a plus.