Service Desk Analyst

3 days ago

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

At cubesys, client relationships are our top priority. We are seeking a passionate and enthusiastic Service Desk Analyst who can provide our Managed Services customers a single point of contact for all incidents and service requests, whilst 'wowing' them with your experience and commitment to exceptional customer service. You will be supporting some highly recognised and industry-leading customers and making a positive impact on their businesses.

Some Of The Key Things You Will Do

  • Provide Level 1 technical support to Managed Services customers across Australia, providing first call resolution or fulfillment where possible to meet agreed Service Level Targets.
  • Create and resolve Incident tickets on behalf of customers. Perform first-level investigation, diagnostics, and troubleshooting for cloud and end-user services.
  • Fulfill Service Requests for customers and end users.
  • Manage tasks, ticket queues, and priorities effectively to meet deadlines and customer expectations.
  • Coordinate, collaborate, and escalate incidents and requests within established service levels.
  • Consult with various partners and support teams to achieve the desired outcome for our customers.
  • Work on-site days with a rotating roster from Monday to Friday

What We Are Looking For

  • 2 to 3 years of experience in a similar role
  • Knowledge and experience working in a desktop support role, with robust troubleshooting skills.
  • Experience managing and troubleshooting Microsoft Azure, Active Directory administration, Virtual Desktop management, Email Provisioning, Exchange management, and Office 365.
  • Strong customer focus and effective time management skills.
  • Effective communication and people skills, with the ability to create positive customer relationships.
  • Ability to work as a team member, and as an individual.
  • Experience with processes aligned to the ITIL framework is desired, but not essential.

About Us

We are a team of deeply passionate cloud specialists with extensive expertise in engineering, automation, and DevOps. Driving us is a desire to help businesses and organizations of all sizes succeed with cloud technology, enabling them to digitize, innovate and improve efficiency through cloud adoption, optimization, automation, and day-to-day management of ICT systems.

Working with cubesys offers a 'big end of town' experience within a small, dynamic team. You'll work alongside genuinely experienced and skilled people you can learn from.

Our environment is flexible and goals-orientated — you'll enjoy the freedom to work remotely without losing access to the managerial guidance that'll enable you to develop in your role.

When you are in the office? Join your colleagues at our technical breakfasts ('tekkie-brekkies') and Friday lunch gatherings. We're always looking for ways to learn together — even though we push boundaries and do cutting-edge work, we do so in a relaxing, inviting environment that helps us grow as a team.

Our values

  • Effectiveness - Channeling our passion for technology to drive impactful IT solutions.
  • Courage - Challenging ourselves and our clients to embrace change and question established norms.
  • Fairness - Providing a work environment for cubesys team members and customers that is fair and balanced.
  • Learning - Continuously learning and sharing knowledge to enable our people to thrive and get the best out of technology.

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