Service Desk Analyst

Join us and be part of Victoria's Big Build, working within the award-winning Level Crossing Removal Project. We've already removed some of Victoria's most dangerous level crossings, and we're not stopping any time soon with work to last us until at least 2030. There has never been a better time to get amongst the action

About the role
With innovation at the front of their minds, our Service Delivery team are passionate about providing quality technology support to LXRP programs, and due to an internal promotion, they are looking for another Service Desk Analyst to join their award-winning crew.
As the Service Desk Analyst, you will be providing vital front-line business support for a wide range of teams throughout all of LXRP and working closely with the other Service Desk Analysts to ensure the provision of ICT hardware, software and mobile devices is a smooth process for LXRP employees and stakeholders.

**On a day-to-day basis, you will find yourself**:

- Providing 1st and 2nd level support and acting as a point of contact between LXRP, Vendors and CenITex to ensure that LXRP's business interests are supported.
- Working with employees to provide basic troubleshooting assistance for Outlook 365 and Azure.
- Managing the lifecycle of tickets via the LXRP ICT ticketing system, including the escalation of Major Incidents.
- Participating in ICT and technology projects as per the LXRP Technology PMO process.

You'll be report to the Team Leader, IT Projects & Services (Martin Cobb) who has been in the industry for over 15 years and prides himself on being an approachable, educational and supportive leader. You will learn a lot from him in this role
This is a 3-year fixed term position, paying a salary between $91,418 and $103,725 + superannuation with hybrid working arrangement (four days in the office/one day working remotely). The office you will be working from is located in the Melbourne CBD and you will also have the option to access flexible working arrangements if you need them (ie. part-time hours, condensed working week etc.) - many LXRP employees work flexibly.

About you
You are someone who is passionate about delivering quality IT and customer care, and confident in your ability to communicate clearly and build meaningful relationships. You believe in working together as a team, and you know how to adjust your communication style to suit your audience - whether you are speaking with other tech support guru's, or someone with a non-tech background. You make things clear and concise, no matter their background or technical knowledge.
You're the person your family and friends come to when they need their own electronics and technical support - you have a level of tolerance and patience that is second to none (and sometimes needed in these situations).
Let's get technical - what skills do we expect you to have?
- Prior experience in providing 1st and/or 2nd level support on Microsoft core technologies, Virtual Desktops, and mobile devices (Laptops/tablets/phones).
- Adaptability - you can drop everything and reprioritise if the occasion calls for it. You're able to pivot depending on business needs.
- Continuous improvement - you enjoy finding better ways to do things, and sharing with the rest of your team.
- Customer service - you enjoy working with people, and get a kick out of helping to resolve their tech issues.

About LXRP
At LXRP we're not only removing level crossings, but also removing barriers and creating a long lasting legacy for our communities.
Inclusion is a priority for us, and we are committed to creating an employee community that reflects those in which we work. We value diverse representation at all levels of the organisation.
As leaders in the transport sector, we provide secure pathways into the industry for:

- Women
- People who identify as LGBTQIA+
- People living with a disability
- Aboriginal and Torres Strait Islanders
- Refugees or asylum seekers
- People facing barriers to employment.

We offer and encourage flexible work and purchased leave arrangements for all employees to support wellbeing, family or carer commitments and other personal circumstances.
We also place great importance on professional development and growth through both formal training opportunities and lessons learnt.
Health, safety and wellbeing are at the heart of what we do. We aim to create a safe and healthy workplace for everyone, every day, everywhere.

What next?
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- How do you prioritize and manage your work when you have multiple incidents or service requests to handle at the same time?
- Can you explain how you would troubleshoot an issue with a user's computer not connecting to the network?
- How do you ensure that the incidents or service requests you handle are documented accurately and completely?
- Can you describe a time when you had to deal with a difficult customer or end-user? What was the situation, and how did you handle it? What steps did you take to de-escalate the situation