Service Desk Analyst

5 days ago

Brisbane, Queensland, Australia Green Light PS Pty Ltd Full time $60,000 - $80,000 per year
  • 6-12 months casual employment assignment
  • Onsite - Brisbane CBD
  • Commencement Date- ASAP

Green Light is one of Australia's most successful and fastest growing IT services businesses. We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia and Europe.

We have 6-12 months casual employment assignment opportunity based in Brisbane for Service Desk Analyst to join the team & ensure that all incidents and requests are resolved in a safe and timely fashion in accordance with predefined SLA's.

Responsibilities:

  • Provides telephone voice support to Brisbane users to resolve customer's concerns following pre-defined support procedures and policies using support channels and tools provided by the client with a primary focus on achieving end-user resolution and satisfaction.
  • Provide remote technical support via telephone or remote access to end-users with laptop, desktop computers, mobiles/tablets, BYO devices and IT related equipment.
  • Responds to client queries to ensure any issues are escalated and resolved on a timely manner.
  • Perform installation, repair and maintenance of End user computer devices and related software/hardware.
  • Performs a variety of end-user care duties and accountabilities as business need dictates.
  • Comes to work on-time according to the defined schedule.
  • Ensures proper documentation for all tickets.
  • Keeps end-users engaged and satisfied.
  • Assumes initial ownership for the coordination, investigation, and documentation of end-user's concern.
  • Troubleshoot and expeditiously resolve hardware and software issues and identify root cause of problems when related to end user devices minimizing disruption to the users.
  • Develop and maintains expertise on understanding end-user Service Level Agreements.
  • Develop and maintain product knowledge, business, and professional skills by participating in on-the-job training.
  • Develop and maintain knowledge of tools, standards and processes used by the project team.
  • Shares information required for the team to be successful.
  • Seek opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
  • Work closely with the other resolver teams to provide seamless end user support.
  • Work closely with infrastructure and application teams to ensure timely delivery of service.
  • Demonstrate initiative and maintain a high degree of professional conduct at all times.

Qualifications

  • Technical degree or equivalent technical experience preferred Work Experience: 2+ years of experience in the following fields
  • Workstation software & hardware break fix support.
  • Service Management - ITSM
  • Mining/Resource industry experience (preference)
  • Ticket (Incident & Service Request) Management, Resolution, Documentation
  • Service Level Agreement Principles Technical and Infrastructure Skills
  • Windows 10/11, M365, ServiceNow, Active Directory, Azure MFA
  • Mobiles/Tablets – Android/Apple
  • Intune/SCCM
  • Standard and Multi-function print devices
  • Workstation Networks Configuration
  • Knowledge of networking concepts and components.
  • Voice Communication
  • Video Conferencing across various platforms

How To Apply:

If you are interested in this role and meet the required qualifications please click APPLY.

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