Desktop Support Analyst

6 days ago

Sydney, Australia Infopeople Full time

Desktop Support Analyst
- Charlestown
- 6 Months

**Key Responsibilities**:

- Identify and mitigate any risks to Desktop support services on behalf of clients and/or the eHealth businesses.
- Provide input to reporting that supports defined SLA's, timeframes, quality/integrity as well as identifiable and actionable insights.
- Manage incident & request triage and response/resolution in accordance with agreed SLA and customer service metrics.
- Ensure that all project and change initiatives are delivered according to scope, quality, timeframes, effort estimates and cost.
- Develop, review and maintain Knowledgebase of the Desktop team and implement preventive maintenance regimes across all equipment (hardware/software) within the portfolio of Desktop services.
- Perform root cause analysis through problem management and actively drive and recommend continuous service improvement across the Desktop portfolio.

**Key Requirements**:

- Demonstrated knowledge and experience in configuring, deploying and supporting end user compute hardware, software and accounts using SCCM and Active Directory.
- Experience in configuring and connecting end user compute devices to LANs/Wi-Fi etc. Technical understanding of DNS, Proxy and Group Policies.
- Excellent communication (verbal/written), negotiation and consultative skills. Proficiency in documenting results of technical and other investigations.
- Demonstrated time management skills and ability to manage competing priorities while being able to meet agreed timelines against any agreed initiatives/goals & objectives.
- Demonstrated ability to deal with issues effectively under pressure and in handling, resolving and escalating in crisis situations.

**If this sounds like you**:
**Infopeople - Josie Bandiola

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