Service Desk Analyst

5 days ago

Adelaide CBD, Australia Centorrino Technologies Full time

Imagine joining an organisation that has a great working culture and an award winning brand That’s exactly what you will get when you join Centorrino Technologies. Our values, our people, our brand and our customers mean everything to us.
Here at CT, we put a lot of effort into delivering the best customer experience of any managed ICT provider in Australia.
We work pretty hard at CT, but that doesn’t come without a little play.
- Choose your workplace - Work a hybrid model of head office and home
- Training and development - We offer heaps of courses, certifications, and coaching
- Wellbeing Subsidies - You’ll get discounts on your gym, yoga and pilates memberships
- Mac or PC? Your choice
- Cost Price Tech - CT discounts
- Events, Events, Events for everyone
- 3pm snack trolley - A cart of goodies with lollies, fruit and other snacks will make its way around the office at 3pm daily
- Everyone has a very personalised career and learning plan. Our commitment is to help you to become the best you can be.
- The list goes on.

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:

- Around 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 required to obtain and maintain a valid Police Check and VIC Working with Children Check.
Time/Location:
Position based in Adelaide, SA - Remote work and occasional client visits.
Note to Recruitment Agencies:
Thank you but we've got this one.

**Salary**: $65,000.00 - $70,000.00 per year

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