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IT & Desktop Operations Support Analyst - Level 1

3 weeks ago

Perth, Australia Latitude IT Full time

IT & Technical Support focused on Microsoft EUC technologies
- Support Level 1 tickets along with Level 2 escalations and support
- Work for a well-known and reputable and established Australian brand

We currently have a new opportunity available for an experienced
**IT & Desktop Operations Support Analyst** to based in Perth, Western Australia to join a well-known and established Australian brand.

In this role, you will be responsible supporting a mixture of BAU and Project work with a focus on providing 1st and 2nd level IT and Deskside support to the internal user-base and the company's senior Executives for all things technical support related.

**Your day to day focus in this position would involve the following**:

- Working with stakeholders to ensure system availability and performance of the Desktop Operating System environment.
- Configure and deploy desktop hardware and software for End Users within the organization.
- Troubleshooting and ticket queue management for Level 1 support requests.
- Onboarding new-users into the organisation and support setting up hardware and software for new devices.
- Support escalated tickets at Level 2 and daily ongoing management and resolution of ticket in the queue.
- Travel to regional sites around once per month to support new user set up and hardware deployment projects, and usually this requires 1 or 2 days on a work trip once every month or two.

**Experience you will need to be successful in this role includes**:

- Windows O365 experience required with proficiency in supporting Exchange Online, OneDrive and SharePoint Online.
- Active Directory, DNS, DHCP and Exchange Mailbox Administration.
- Proficiency in user administration incorporating creation, deletion and changes within AD.
- Experience working with ticketing tools and software such as ServiceNow.
- Proficiency in remote access technologies such as VPN, RSA Admin, Citrix and thin client hardware technology.
- Experience with IT Service Management software i.e. ServiceNow, Heat, Remedy, etc.
- Cisco VOIP experience.
- iPhone and iPad Support and Administration.
- Being open and comfortable with travel to regional sites once per month.
- Good understanding of Video conferencing Technology from an IT support perspective.
- Proficiency in software deployment via SCCM.