Service Desk Analyst

2 weeks ago

Alexandria, Australia AC3 Full time

Defined Career Growth Plan
- Voted #4 Best Place to Work - Hybrid Working + Half Day Fridays
- Comprehensive Employee Benefits Program

**DISCLAIMER**:
**Australian/New Zealand Permanent Residency or Citizenship and being located in Australia is a mandatory requirement for this role.**

**This role is 5 days per week but requires working on Saturday from 8AM - 4PM with your choice of week day off.**

**About the company**
***
At AC3, our purpose is to make technology real, and as the leaders in secure multi-cloud solutions, we get to do this for our customers every day. We are an Australian owned ICT MSP, with offices in Sydney, Melbourne and Auckland, servicing over 50% of the NSW State Government and over 700 enterprise customers.

**About the role**
***
Join our fun & friendly Service Desk team, providing high quality service both internally and externally to our clients. You will have the opportunity to demonstrate sound knowledge and excellent service skills in a fun and supportive team environment.
- Troubleshoot software and hardware issues in a Windows based environment
- Escalate issues to other teams where appropriate
- Perform user account administration maintaining user access in the various Systems and Software
- Maintain Knowledge base to facilitate prompt resolution of incidents
- Provide feedback on continuous improvement of processes and procedures in order to enhance the current use of products or reduce incoming call volume.

**Skills & experience**
- 2+ years experience working in a Service Desk support role, ideally in a Managed Services environment
- Experience providing support in a Windows based environment: Active Directory, Windows 8/10, Office suite, Office 365
- Experience working with ticketing systems such as ServiceNow, Heat, Remedy, Zenworks, Connectwise
- Excellent communication and customer service skills
- Industry certifications a plus (ITIL, Microsoft, etc.)

**Benefits**
- $62,500 Base + Super + Paid On Call + Phone Allowance + Benefits + Profit Share
- Company benefits including discounted lifestyle services such as health insurance, salary packaging, and **half-day Fridays once a month**:

- Genuine flexibility and work/life balance
- Join a fast growing organisation with an awesome culture - #4 Best Places to Work in Australia
- Develop your career in structured ITIL environment
- Ongoing training and mentoring from Senior Engineers
- Fun & Friendly team
- Convenient Sydney CBD location
- ASAP start
- Paid After hours work available

**Culture**
***
As number 4 on Australia’s Best Places to Work list, it’s clear that culture is a top priority at AC3. We approach business with family values, which means people here have real relationships that go beyond work. We believe it’s important that everyone is heard and treated with respect, whether you have the next big idea or simply a question. We keep it simple and live by our fours ways of being:

- **Own It**: If I say I’m going to do it, I do it. And I give it my all.
- **Better It**: I take the current status quo and make it better.
- **Brave It**: I listen, say what needs to be said, and do the right thing. Especially when it’s tough.
- **Enjoy It**: I take my work seriously, but don’t take myself too seriously.

We’d love for you to experience the AC3 way for yourself
- Every position at AC3 will require to undergo a National Police Check._

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