Helpdesk Analyst

This role is ideal for a candidate looking to continue building a career as an IT technician.

Who We Are

A well-established Managed IT Service Provider located in Sydney, supporting a range of diverse clients across Australia. With our client-base growing rapidly, we are growing our team in Castle Hill (NSW) to facilitate the increasing demand for locally-based technicians. Our business is fun, fast paced, and agile, where innovation and accountability are essential to the success of our team.

The JEM management team makes a genuine commitment to developing the technical and professional skills of each employee. We have exciting plans for future expansion so come and join our team if you are looking to continue building your career in IT.

What You'll Do

(The "Helpdesk Analyst" [Level 1])

The business requires a switched on, dynamic team player and technology enthusiast to work amongst the technical teams to provide high quality tech support and customer service. The business is looking to employ and experienced Level 1 Helpdesk Analyst as part of our growth strategy.

• Provide remote and onsite technical support to customers
• Represent the business and our partners in developing strong client relationships and fostering client growth
• Performing troubleshooting, fault resolutions, installations, upgrades and taking part in IT projects or software deployments
• Engaging with third party vendors to resolve issues that require vendor escalation

What We Are Looking For?

• A technician with experience in a similar role who takes pride in their work and ownership of their client's and responsibilities
• Excellent written and verbal communication skills with the ability to communicate to a diverse range of people in a warm, friendly, and helpful manner
• Independent, resilient, self-motivated, flexible with exceptional attention to detail
• Results driven with proven skills in problem solving, innovation and critical thinking
• Effective and efficient time management and organisational skills with the ability to prioritise client needs and meet deadlines
• A team player who can work collaboratively and follow complex instructions and processes
• Strong emotional intelligence and relationship building skills with key stakeholders
• A desire for professional growth and development

Experience and Qualifications of the Ideal Candidate:

• Experience working with and troubleshooting end-user workstations and other related peripherals or devices
• Experience managing a range of software applications, Windows operating systems and hardware issues
• Experience deploying and troubleshooting both local and cloud-based applications
• Experience troubleshooting a variety of networking issues
• A current Australian driver's license

This is a full-time role working from our offices located in Castle Hill, the flexibility to work from home, and onsite at customer's premises. The business offers a fantastic team environment with a supportive management team and career growth potential as we continue to expand nationally.