Service Desk Analyst

Get to Know Us
Here at Centorrino Technologies, or CT as we like to call ourselves, we put a lot of effort into delivering the best customer experience of any managed ICT provider in Australia. We exist to empower our customers with a frustration-free tech environment so they can concentrate on what’s important to their organisation.
About the Role

**Responsibilities**:
Provide excellent Customer Service by maintaining regular communication with users and provide updates proactively
Manage and resolve service requests within the agreed SLA’s
Act as an escalation point for our phones team, field services and embedded staff members on all end user account and access related issues.
Escalate incidents promptly to vendors and higher level teams where required
Contribute to the internal knowledge base
Take initiative by proposing improvements, workarounds, solutions
Qualifications, Skills & Experience
Required:

- Likely 1-2 years prior experience in an IT service desk role
- Excellent written and verbal communication and interpersonal skills
- Demonstrated ability to explain complex technical matters to customers in easy to understand terms
- A strong analytical and problem-solving mindset
- A broad range of experience maintaining environments, accounts, access permissions and troubleshooting issues within Active Directory and the Microsoft 365 suite (Predominantly within Exchange Online, Security\Compliance Centre, 365 Admin Centre, Azure Active Directory, Yammer, Teams)
- Great time management, task prioritisation capabilities and a teamcentric mentality to work
- A personality that enjoys a fast-paced environment, helping others and can work under pressure in peak periods

Considered favourably:

- Prior experience with ConnectWise
- Prior experience with PowerShell scripting
- Confidence implementing and updating GPOs
- Prior experience with maintaining and troubleshooting Gsuite
- Completion of Microsoft based certifications
- Completion of an ITIL certification
- Relevant tertiary qualification in the Information Technology or Computer Science field

All our team members are expected to obtain and maintain a valid Police Check and VIC Working with Children Check.
You will be required to work from our HQ in Coburg, Victoria, for your probationary period. After your probationary period is over, you will be able to work three days in the office and two days at home.

**Salary**: $55,000.00 - $60,000.00 per year