Service Desk Analyst

16 hours ago

Sydney, New South Wales, Australia IPH Limited Full time $60,000 - $90,000 per year

IPH Limited currently have a full time, permanent opportunity for a Service Desk Analyst, to join our Australia New Zealand Information Technology team of experts.

The Service Desk Analyst acts as the first point of contact for all application and hardware IT incidents, request and enquires for internal staff.

The scope of work includes answering help desk calls from users, reviewing requests in the ticketing system, troubleshooting, fixing basic issues, communicating, setting expectations, escalating, following up and documenting. This role also includes other tasks such as computer installation, systems configuration, and maintenance.

This is an operational role that is part of a wider team supporting multiple offices across Brisbane, Perth, Sydney, Melbourne and New Zealand.

Some Key Responsibilities include:

  • Provide first-level technical support for day-to-day technology issues via phone and support tickets.
  • Manage and follow up on user issues and requests according to SLAs.
  • Support AV meeting rooms, mobile devices, and perform troubleshooting (onsite & remotely).
  • Ensure all issues are logged in the ticketing system and solutions are documented in the knowledge base.
  • Escalate unresolved issues and relay feedback to internal IT teams.
  • Suggest improvements to processes and systems.
  • Monitor system alerts and provide excellent customer service to all users.
  • Assist with email communications and ensure Service Desk processes are followed consistently.
  • Administer Active Directory for Level 1 tasks and build laptops and mobile devices based on SOE.
  • Support IT project implementations and attend Change Board meetings for Service Desk updates.
  • Participate in cybersecurity measures and annual IT audits.

Knowledge and Experience:

  • Tertiary or professional qualification in IT/Computer Science. ITIL (desirable)
  • Minimum 2 years relevant experience in a similar role
  • Strong problem-solving and issue resolution skills
  • Very strong problem solving and root cause analysis skills
  • Excellent ability to manage relationships and stakeholders at all levels
  • Demonstrates a focus on quality documentation and continuous improvement
  • Proven track record of excellent customer service
  • Demonstrated good interpersonal and communication skills, both written and verbal

About us:

IPH Limited is the holding company for intellectual property ("IP") and associated companies offering a wide range of IP services and products. IPH companies employ a highly skilled multidisciplinary team of approximately 1,300 people in Australia, New Zealand, Canada, Singapore, Malaysia, China, Indonesia, Thailand, Philippines and Hong Kong.

The IPH Group is committed to promoting and maintaining a workplace culture of shared respect to enable us all to feel valued and be the best we can be. We encourage applications from Aboriginal and Torres Strait Islander people and individuals from diverse backgrounds. We remain committed to providing reasonable and fair adjustments to provide a positive, barrier free, transparent recruitment process and supportive workplace.

If this role sounds like a great fit, apply now with your updated resume and covering letter introducing yourself and why this role is right for you.

Successful candidates will undergo a standard pre-employment screening as part of the hiring process within the IPH Group. This process may include verifying key information such as your identity, qualifications, references, and criminal history. By submitting your application, you acknowledge that you may be required to complete any necessary background checks relevant to the role.

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