Senior Service Desk Analyst

2 weeks ago

Sydney, New South Wales, Australia Data#3 Full time $80,000 - $120,000 per year
  • Limited-Term Engagement
  • On-site all days, no work from home option
  • Please note that this opportunity is open to Australian Citizens only
  • Sydney based, full-time 6-month position, with the possibility of extension

Who is Data#3?

Listed in 1997, Data#3 is now an ASX200 listed company reporting gross sales of $2.8 billion in the 2024 financial year. Headquartered in Brisbane with more than 1,400 employees, it has facilities across 12 locations in Australia and Fiji.

Voted HRD's Employer of Choice for the last 10 years, Data#3's culture is built on five core values; Honesty, Excellence, Agility, Respect, and Teamwork (HEART) and these values are integral to the way Data#3 works internally and externally with our customer.

The role

We are currently seeking an experienced Senior Desktop Analyst to provide Senior Technical Support to existing customer in relation to maintenance, installation, use and repair of organisational infrastructure and applications.

This role would be suitable for a person who wants to deliver a client focused service experience in a professional and timely manner while maintaining customer relationships and complying with SLAs.

What will I be doing?

  • Resolve more complex technical issues escalated by team
  • Answer customer problems and queries in an effective and timely manner
  • Effectively use the existing escalation process as required
  • Regularly update customers on progress during problem resolution
  • Contribute to team problem resolution processes and actively share knowledge
  • Enhance customer satisfaction through provision of a quality support service
  • Adhere to contracted SLA
  • Provide meaningful, relevant, timely and accurate updates to call logging system
  • Project a positive & professional image when representing Data#3
  • Contribute to the development of customer service delivery improvements, processes, procedures, and documentation
  • Participate in the overall team strategy

What experience and skills will I need?

  • A minimum of 4 years' experience in a Desktop Analyst or related role with proven troubleshooting skills in a desktop support role
  • Strong verbal & written communication skills
  • Ability to deal with busy, high-pressured situations
  • Highly developed customer service skills
  • Developed documentation skills for procedure updates and report creation
  • Effective time & problem management skills
  • Proven ability to work within deadlines with minimum supervision
  • Knowledge and working experience of security protocols

Experience with technologies including:

  • Active Directory user/group administration
  • Windows 11 build and full management via Intune/Autopilot
  • Application deployment through Intune Policies
  • Fleet management (laptops, mobiles, iPads)
  • MAM (Mobile Application Management) / MDM (Mobile Device Management) operational management
  • Exchange Shell/GUI
  • OneDrive
  • Azure AD
  • PowerShell
  • Knowledge and working experience of security protocols
  • Operational experience with Intune/Autopilot

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