IT Service Desk Analyst

4 days ago

Sydney, Australia Talent Web Full time

Title:

- IT Service desk Analyst

Location;
- Sydney. Must be in the office 4 days a week for the first 6 months.

Length:

- Permanent

Must be based in Sydney, and have valid Australian visa

Brief Position Description:
The IT Service Desk Analyst works within the IT department and is responsible for ensuring that efficient and effective responses to requests for day to day technical advice and support to employees on how to effectively use computer software/hardware and internal telephony systems are provided.

Additionally, the IT Service Desk Analyst will work closely with department managers and project managers to analyse how technologies that are available to the Novotech IT team can enhance collaboration between Novotech staff and with Novotech clients, how Novotech IT systems can boost productivity or increase efficiency. The IT Service Desk Analyst will liaise with the IT Director and IT Systems & Infrastructure Manager to discuss feasibility and jointly develop a project plan to ensure the IT Systems team can deliver a suitable solution to meet requirements in a timely manner.
- Level 1 and 2 experience
- Hardware/printer support experience
- SharePoint experience
- Managing Active Directory experience
- ITIL certificate
- 1-2 years experience.
- Sydney based, you will need to be in the office 4 days a week for the first 6 months and 2-3 days after that.
- Permanent position, immediate start ideally
- $65-70K base + Super + up to 7% bonus

**Responsibilities**:
The responsibilities will vary day to day and may include:

- Works within the IT service desk team to provide speedy and efficient resolution of helpdesk tickets/calls via helpdesk ticket review and helpdesk system stats.
- Help develop processes to reduce time taken to resolve helpdesk issues.
- Identify knowledge base gaps through daily ticket review.
- Escalate to the IT Systems team where necessary with detailed notes

investigation of the issue.
- Suggest ideas to IT Systems team to reduce helpdesk burden and lower

administration of IT processes.

Helpdesk Operation
- Installing and managing workstations / telephone to meet the needs of all users.
- Installing software from the approved library or seeking approval to install to

assist staff with their productivity.
- Resolving computer and telephone related issues via telephone, face-to-face and online helpdesk system.
- Allocating and connecting users to networks and providing initial training in IT

equipment but providing personal tuition and self-help instructions.
- Representing the company in a professional manner when dealing with externalvendors / suppliers and consultants.
- Scheduling one-on-one tuition session on employees start date to introduce

the IT systems and keep them productive until their induction session.
- Work with the IT Director to make resource planning decisions and work within the approval process to procure hardware for office and home-based users.

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