Level 2 Service Desk Analyst

**Application Requirements**

So that we can assess your suitability, please provide the following:

- Resume
- Cover letter
- Clearly outline your Australian citizenship

**Please note this position requires you to be an Australian Citizen with a government security clearance at the NV2 level.**

**Position Overview**

Collaborating with product developers, network engineers, and other teams, you’ll provide comprehensive technical support, spanning client smartphone configurations, connectivity, and infrastructure issues across Windows, Linux, and Apple platforms. Effective communication is essential as you lead in delivering top-tier service to our clients, including participation in an on-call rotation to ensure round-the-clock support coverage.

**Duties, Responsibilities and Accountabilities**
- Serve as an advanced point of contact for end-user queries, demonstrating comprehensive knowledge and expertise in resolving a wide range of issues effectively.
- Take ownership of service incidents, employing advanced troubleshooting skills to minimise disruptions and meet or exceed performance targets, with a focus on continual improvement.
- Exhibit proficiency in change management and ITIL functions, contributing to the seamless integration of new processes and procedures.
- Develop, refine, and maintain IT support documentation, ensuring accuracy and relevance to support evolving technology landscapes.
- Drive improvement initiatives to enhance end-user support and align with company service objectives, leveraging hands-on experience in Linux systems administration and/or network administration.
- Configure and provide advanced support for client smartphones, addressing complex technical challenges and ensuring optimal functionality.
- Proactively address client inquiries, troubleshoot issues, monitor system gateways, and perform other tasks as necessary to maintain operational efficiency.
- Contribute to the creation and maintenance of knowledge resources, sharing insights and best practices to empower colleagues and enhance team effectiveness.
- Design and implement robust processes and procedures to ensure consistent delivery of service and support, promoting efficiency and quality assurance.
- Exhibit exceptional organisational and time management abilities, effectively prioritising tasks and managing workload to meet deadlines and exceed expectations.
- Uphold and enforce the organisation’s security policies and requirements, ensuring compliance and safeguarding sensitive information.
- Undertake additional responsibilities as assigned, drawing upon individual skills, competencies, experience, and capabilities to contribute to team success.

**Skills and Attributes**
- Exceptional communication skills with a strong focus on customer satisfaction.
- Proven experience in IT Service Desk operations and adeptness in incident management processes.
- Comprehensive knowledge of both Linux, Apple and Windows-based environments.
- Demonstrated reliability, honesty, and enthusiasm in all tasks undertaken.
- Proactive approach to problem-solving and a natural inclination towards taking initiative.
- Ability to draft clear and concise work instructions, processes, and Standard Operating Procedures (SOPs) for the team.
- Consistent delivery of high-quality customer service and effective incident management for various products.
- Capacity to work autonomously with mínimal supervision while efficiently managing shifting priorities.
- Availability to participate in an on-call roster to provide after-hours client support.

**Qualifications, Knowledge and Experience**
- Desirable experience working with Linux-based environments, showcasing versatility in operating systems.
- Certifications in various IT or IT-related areas are advantageous, highlighting a commitment to ongoing professional development.
- Strong verbal and written communication skills, facilitating effective interaction with clients and team members.
- Solid understanding of Windows, Microsoft Office and Service Desk Software, underpinning comprehensive technical knowledge.
- Demonstrated experience in creating and developing Knowledge Base Articles (KBAs), contributing to the collective knowledge of the team.
- Previous experience performing service desk duties, reflecting a comprehensive understanding of support operations and responsibilities.