Service Desk Analyst

**WHO WE ARE**

We are a Tech company that specialises in providing timely and reliable technical support to our customers and also help them to build an IT environment that meets their organization’s needs of today and prepares them for the organization they want to be tomorrow. With a presence across Australia and NZ and over 200 + employees we work at the forefront of the tech industry. We believe that our people are the most important contributor to our continued success and are instrumental in making us a great place to work.

**OUR CULTURE**

At Centorrino Technologies, we believe in putting our employees first. We are committed to creating a positive and supportive work environment where everyone can thrive. As an award winning and certified great place to work, we are dedicated to fostering a positive culture of excellence and inclusivity. Our team is our greatest asset, and we are dedicated to investing in their growth and development. Together we strive to innovate and push the boundaries of what is possible, while always staying true to our core values.

**AS A SERVICE DESK ANALYST YOU WILL...**

Play a key role in the ICT team delivering outstanding level 1 and 2 support to all members of the organisation.

**YOUR DAYS WILL INVOLVE**:

- Providing excellent Customer Service by maintaining regular communication with users and provideupdates proactively
- Troubleshooting issues with Windows and Mac devices and operating systems
- Empowering people by helping them to develop basic troubleshooting skills
- Contribute to the creation of user guides, including step by step PDF instructional guides to support teachers, students, and parents
- Account administration, including password resets and user creation and deletions
- Collaborate with your colleagues to determine any processes that requires improvement or can be handled more efficiently.
- Seek customer feedback on your performance and take an active approach in continuously improving your customer service delivery.
- Taking ownership of day-to-day technology issues and dealing with external parties, escalate incidents promptly to vendors and senior team members where required
- Contribute to the internal knowledge base
- Take initiative by proposing improvements, workarounds, solutions
- Identify areas of improvement to remove friction and increase efficiency
- Identify problems or requests which don't have an existing process and collaborate with your peers to develop and implement one.

**Requirements**:

- Proven work experience in the IT industry or in a role with transferable skills focused on a positive customer service experience
- Demonstrable ability to communicate effectively and translate technical ‘jargon’
- Proven ability to juggle multiple support requests at a time, while maintaining sharp attention to detail
- Excellent listening skills and a commitment to documentation
- Dynamic and creative problem-solving skills with a positive, solution-focused mindset
- Strong verbal and written communication skills
- Understanding technical issues and communicate effectively to a wide range of end-users, including staff, students, and parents
- Strong technical understanding, or the ability to learn technological products and services very quickly
- Ability to operate independently and contribute actively as part of a team

**Benefits**

**OUR PERKS INCLUDE**:

- Training and development - We offer heaps of courses, certifications, and coaching
- Wellbeing Subsidies - You’ll get discounts on your gym, yoga and Pilates memberships
- Mac or PC? Your choice
- Cost Price Tech - CT discounts
- Events, Events, Events
- Everyone has a very personalised career and learning plan. Our commitment is to help you to become the best you can be.

**WHATS NEXT?**

If you are ready for your next challenge at an award winning company that is a certified great place to work, we want to hear from you.