Service Desk Analyst

Looking for a Modern Workplace/Service Desk Analyst with excellent customer service skills to provide support to our customers. You will provide technical assistance and trouble shoot issues in person, over the phone and electronically.
**The role**:

- Act as a customer advocate. Respond promptly to requests for technical assistance in person, via phone, or electronically.
- Diagnose and resolve technical hardware and software issues, support remote users.
- Identify and effectively prioritise situations requiring urgent attention.
- Research solutions using available information resources.
- Advise user on appropriate action, educate user if required.
- Follow standard Level 1 and 2 service desk procedures. Escalation to 3rd level if necessary.
- Install and support user licensing such as Azure AD, M365 & Office365, MS Teams, SNOW, corporate apps and configure web gateways
- Maintain accurate inventory of all hardware and software resources and parts.
- Administer ITSM software.
- Track and route problems and requests and document resolutions.
- Stay current with system information, changes, and updates.
- Guide users with simple, step-by-step instructions both on the phone and via remote technologies
- Provide permissions for mailboxes / calendars, create and disable AD Accounts & update DL, provide network drive permissions
- Maintain excellent communication with all end users and other members of the technology department
- You will be put on a roster that covers 24/7 support, with the time in office in North Sydney or Melbourne CBD during regular office hours and the rest remote
- This will initially be a fixed term contract for 6 months
- Experience in an IT service desk, including configuration, troubleshooting of Windows and iOS device hardware and software, in a networked environment.
- Experience with as much of the following as possible: Microsoft Office365, Teams, SharePoint, OneDrive, Exchange, AD & Outlook, Autopilot -Intune, SCCM/SOE, TCP/IP networking, and related network services, hardware configuration, desktops, laptops, printers & mobile devices, Windows, Linux, Hyper V, Wi-Fi-enabled devices, KQL, SQL scripting, Backup systems and software, ServiceNow, Nagios.
- Will have excellent communication, customer service, problem resolution and decision making skills along with a desire to learn new technology and advance in a high-tech, consulting firm. Business acumen and the ability to understand financial implications of their role, for the client and for LAB3.

What's in it for you?
- Become part of Australasia's largest Azure engineering practice that focusses on cutting-edge tech and innovation #thinkahead
- Be part of a company that is leading the way in specialised areas and partnering on high profile client projects #winwithus
- Work with a 13 time Gold, 7 time Microsoft Advanced Specialisation & 5 time Microsoft Solutions Partner. You only get to this level with the industry's leading tech professionals - we are proud to have some of the best. #teamup
- Thrive in a team that is always learning, always innovating and making waves on a global scale. #standout
- Be part of a supportive working environment that values inclusion, flexibility, diversity and differences.. #betrue
- We work flexibly and recognise the importance of your overall wellbeing Flexible, hybrid work environment #Flexit
- Ultimately we will help you to fear less, achieve more in a fast paced, innovative and cool environment - are you ready to accept the challenge? #fearlessachievemore
- Ranked in the LinkedIn Top Start up list for 3 years in a row
- 2020 (#3), 2021 (#17)and 2022 (#11)
- Certified Great Place to Work

LI-GS1