IT Service Desk Analyst

1 week ago

Melbourne, Australia illion Full time

Company Description

illion is the leading independent provider of trusted data and analytics products and services in Australia and New Zealand. illion is headquartered in Melbourne with offices in all major metropolitan cities across Australia and New Zealand. Our team work with leading brands in our region to bring data & analytics to life.

**Job Description**:
This role serves as the front line of the IT Service Desk providing day to day End User Computing Support to all lines of business. Works closely with other internal IT teams and 3rd party vendors to support IT services and systems ensuring processes are followed and SLA’s are met.

There is a need to work on a rotational roster to support business demand and support for the deployment of system changes, also on a rotational on-call roster to handle critical support escalations out of service hours.

**_ Functional Task and Responsibilities_**
- Act as the first point of contact into the IT Service Desk and ensure all incidents/requests are managed; including logging, assigning, tracking and resolving using the service management ticketing system
- Classify incoming Incident and Requests and ensure correct prioritisation including recording quality description, progress, and resolution details in the ticket
- Perform initial Triage and troubleshooting activities for all tickets and escalate to next level technical support teams where necessary
- Contribute to Service Desk/IT process and service improvements and identify opportunities to improve efficiency, quality and permanent fix rate
- Configuration and installation Desktop and Laptop SOE (Windows)
- Deployment and installation of hardware and peripherals
- Maintain knowledgebase articles within the illion document sharing system
- Out of hours on call support where required.

**_ Essential Skills_**
- Well versed in a range of End User Computing related technologies, including desktop, laptop, mobile devices, and meeting rooms.
- Excellent verbal and written communication & experience in providing high quality customer service
- Strong time management and the ability to manage competing and shifting priorities and work under pressure

**_ Desirable Skills_**
- Experience using ITIL service management ticketing systems, preferably Jira Service Desk and Confluence
- Microsoft certifications and/or experience with Active Directory (Windows and Azure), Exchange, O365, SCCM, and Windows 10/Server
- IP Telephony
- Understanding ITIL framework - Incident/Request/Change/Problem management, ITIL Foundation certification highly desirable
- Understanding SLAs and KPIs

**Qualifications**:

- Minimum of 1+ years’ experience in a Service Desk
- Proven experience in the administration and support of MS Windows and an Active Directory managed environment
- High level of experience across a range of End User Computing / Mobile technologies as well as messaging systems and telephony

Additional Information
- Flexibility and Remote Working Options
- Gifted Leave, Purchased Leave, Public Holiday Swap and Paid Volunteer Leave
- Novated Leasing and Corporate Discounts (ie. Health Insurance)

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