Service Desk Analyst

2 days ago

Norwest Business Park, Australia Accucom Systems Integration Pty Ltd Full time

**Grow and develop alongside Accucom, developing Industry relevant skills and technologies**:

- **Support key technologies for clients, focussing on Desktop Support, Office 365, and Server Storage**:

- **Norwest location**:

- **Previous MSP experience essential**

**Role Description**:
The selected Service Desk Analyst will be expected to provide highly professional and timely communication directly with Education based clients, and will be responsible for providing first contact with clients, supporting a a wide range of areas including infrastructure, cloud services, security, and networking where able, escalating where able. This role will offer a multitude of opportunities to upskill and learn new technologies in order to grow with Accucom's needs as well as market demands. You must be experienced in MSP environments and able to acquire a working with children check in order to service client sites when required.

**Responsibilities**:

- Provide technical support to clients for a wide range of infrastructure and cloud services, as well as networking.
- Engaging with clients in a professional manner in a clear and concise way.
- Following communication procedures and ensuring transparency throughout support / project process.
- Work with level 2+ engineers to resolve client issues in a timely and effective manner.
- Troubleshoot, diagnose, and resolve hardware and software issues related to infrastructure, cloud services, security, networking, and other systems.
- Maintain accurate records of all support requests and resolutions in our ticketing system.
- Install, configure, and maintain infrastructure and cloud services for clients.
- Provide remote support and onsite support as required.
- Ensure that all work is performed in accordance with company policies, procedures, and quality standards.

**Requirements**:

- 1+ years of experience in ICT systems engineering or related field with a Managed Service Provider
- A current working with Children check
- Strong knowledge of Windows Server, Active Directory, Exchange, and Office 365
- Experience with virtualization technologies such as VMware vSphere, and Hyper-V.
- Familiarity with networking concepts and technologies, including TCP/IP, DNS, DHCP, VPN, firewalls, and routers.
- understanding of cloud technologies, including IaaS, and SaaS.
- Ability to troubleshoot, diagnose, and resolve complex hardware and software issues.

**Benefits**

Our vibrant work environment ensures you will enjoy social activities, fresh fruit, great coffee and regular office lunches with your colleagues. We have a strong culture supporting work/life balance.

And, you will be paid to train We believe that our staff need to be the best that they can be in order to deliver high quality solutions to our clients. We encourage continual professional development through fully supported training.

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