IT Service Desk Analyst

Customer Service Experience? Passion for IT? This is the job for you
- Permanent career opportunity - Get your foot into the IT industry
- Established 24 month career pathways program. Pay-rises for achieving.

Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you’re always ahead of tomorrow.

**THE OPPORTUNITY**
Due to continued growth in our Managed Services (MSP) Division, we are excited to be able to offer a number of Service Desk Analysts the opportunity to dive into their new career. Learning and training on the job, completing certifications on your journey through our established Career Pathways Program and spending time outside the service desk learning from senior members.

**Your new role**:

- Achieve a high level of customer satisfaction through a high quality of service and accuracy in following of processes and procedures
- Correctly identifying Priority 1 and 2 incidents and act on them in relation to major Incident Management processes
- Using knowledge (own and group), remote troubleshooting tools and reference databases to resolve incidents remotely
- Keeping customers updated
- Contributing to Knowledge Management

**DESIRED EXPERIENCE**
- Demonstrated experience in a similar role or fast paced customer service environment.
- TAFE Certifications highly regarded
- Ability to multi-task under pressure
- Collaborative approach to work

**WHO YOU ARE**
- **Australian Citizen with ability to gain a Federal Government Security Clearance**:

- Strong stakeholder engagement & management skills
- Career focused & determined
- Adaptable & thrive in constantly evolving environments
- Strong communication skills
- Ability to undertake shift work

**WHAT’S IN IT FOR YOU?**

In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you’ll be rewarded with career changing experience.
- Unwavering focus on professional development
- Paid certifications
- Work experience in other NRI business units
- Flexibility to juggle what’s important to you with work
- Committed health & wellbeing plan
- Competitive salary packages
- Corporate partnerships

**Additional benefits**:

- Access to WHEREFIT - exclusive discounts to leading fitness and wellbeing brands
- Free confidential access to Employee Assistance Program
- Salary sacrifice & Novated Leases
- Access Learning & Development opportunities
- 12 weeks paid parental leave

**WHO IS NRI?**
We’re that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond.

We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We’re backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority. And we’re

powered not just by technology, but by passionate people who who are fearlessly committed to getting it right for our customers.

Transformative digital solutions take the right team, making the right moves at the right time. You’ve found yours with NRI

The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.

**DIVERSITY & INCLUSION**

We value our collaborative culture and work together to support a variety of community organisations and social issues.