Analyst, Technology Support

More time off for the things that matter - Up to 6 weeks’ leave- Work where you work best - Hybrid office/work-from-home environment

As a Technology Support Analyst, you are responsible for providing high quality customer service and technical support to Perpetual and their partners. The role will form part of a larger team that acts as a primary point of contact for all IT incidents and requests.

Customer service and engagement-
- Provide timely updates and effective communication to end-users regarding the status of their reported incidents or service requests.- Provide training and guidance to end-users on basic technical tasks and self-help resources.- Participate in projects related to end-user support, such as system upgrades, software rollouts, or process improvements.- Conduct remote desktop support sessions to assist users in troubleshooting and resolving technical issues.- Contribute to ongoing process improvements by identifying recurring issues and suggesting enhancements to increase efficiency and customer satisfaction.- Articulate to the end-users and adhere to relevant policies, procedures, and processes to ensure information and advice provided is current and accurate.

Incident management and service request fulfilment.- Accurately log, classify, triage, and manage the lifecycle of all Incidents and Requests that affect IT services provided through the service management tooling.- Perform hardware repairs, replacements, and upgrades, coordinating with vendors and suppliers as necessary.- Collaborate with the internal technology teams where applicable to troubleshoot and resolve issues.- Prioritise and manage multiple incidents and service requests, effectively balancing urgency, and impact against business operations.- Ensure a smooth onboarding process for new employees by setting up workstations, devices, and access to systems.- Assist in the management and troubleshooting of hardware and software assets, including computers, printers, scanners, and mobile devices.- Ensuring all hardware/software fulfilment, installations and routine upgrades are implemented according to Service Level and Quality targets and to agreed expectations.

Knowledge and configuration management- Update the configuration database (CMDB) as an integral and ongoing part of the Incident and Service Requests lifecycle.- Accurately document Incident and Service Request resolutions and add to the Knowledgebase.- Assist in the development and maintenance of support documentation, knowledge base articles, and standard operating procedures.

To be considered for this opportunity, your qualifications, skills and experience could include:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.- ITIL Certification (preferred).- Exceptional analytical and problem-solving and time management skills.- Demonstrated ability to articulate ideas to both technical and nontechnical stakeholders.- Experience in supporting Windows 10 operating systems and Microsoft Office 365.- Understanding of Active Directory, Intune, Azure AD and administration processes.- Knowledge and understanding of ITIL processes including Incident, Service Request, Problem and Change Management.- Excellent knowledge and experience in supporting hardware - Desktop, Printers and Peripherals.- Experience working in IT, ideally in a technical services role.

Our opportunity We’d love to learn more about how your interests and experience could be a fit. Here at Perpetual, we are committed to supporting a flexible working environment enabling you to work how and where you work best. Our benefits
- Two weeks additional paid leave for Well-being & Community Leave
- Market competitive Parental Leave
- Access to our Well-being Benefits and Perpetual Discounts providing discounts and special offers on entertainment, clothing, homeware, gift cards, technology, travel, dining and more

Why join us? You'll be joining a growing client-focused and collaborative global team with a values and purpose-driven culture. Each and every day our people bring to life our enterprise behaviours - Stretch, Own It, and Make an Impact. We value Diversity and Inclusion and know that the unique backgrounds, experiences, and perspectives of our people contribute immensely to the delivery of our purpose and strategy. We’re living this commitment as a WGEA Employer of Choice for Gender Equality and have a growing number of employee-led networks to raise awareness and promote Diversity and Inclusion at Perpetual. We are extremely proud to work directly with over 23 Aboriginal language groups in various communities across Australia and we pay our respects to all Aboriginal and Torres Strait Islander People: and to their Elders past and present. Aboriginal and Torres Strait Islander People are strongly encouraged to apply.