ICT Service Desk

4 days ago

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

About Us

Veris is a leading provider of surveying, digital & spatial solutions, and associated services. We are seeking a Service Desk Analyst to assist the IT team in our Southbank office. The ideal candidate will have extensive customer service experience, be process-oriented, and be able to adjust to the business rapid period of change.

The Opportunity

Responsibilities will include but are not limited to:

  • Serve as the initial point of contact for all IT-related support requests through various channels such as phone, email, and ticketing system.
  • Diagnose and troubleshoot hardware, software, and network-related issues.
  • Provide timely and effective solutions to technical problems while adhering to established organisational level agreements (OLAs).
  • Escalate complex issues to the Service delivery Lead when necessary.
  • Log all support requests and resolutions in the ticketing system, maintaining accurate and up-to-date records.
  • Collaborate with other Service Desk engineers to identify trends in technical issues and contribute to continuous improvement efforts.
  • Assist with the setup and maintenance of user accounts, email accounts, and access permissions.
  • Offer guidance and support to users in utilising software applications, hardware devices, and other IT resources.
  • Contribute to the creation and maintenance of technical documentation and knowledge base articles.

About You

  • A certificate / degree in information technology / computer science, or 2+ years Helpdesk / Service desk experience
  • Proficiency in troubleshooting hardware, software, and network issues in a Windows environment.
  • Familiarity with ITIL principles and best practices for IT service.
  • Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
  • Strong customer service orientation and a desire to assist others.
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Our Culture

At Veris we value providing a diverse and inclusive workplace where every individual is treated with dignity and respect.We are an Equal Opportunity employer and all qualified applicants will receive consideration for employment regardless of their race, cultural background, ethnicity, national origin, ability/disability, gender identity, sexual orientation, spirituality or religion and encourage applicants from diverse backgrounds, communities and industries.

We respect and honour Aboriginal and Torres Strait Islander Elders past, present and future. We acknowledge the stories, traditions and living cultures of Aboriginal and Torres Strait Islander peoples on this land and commit to building a brighter future together.

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