Support Analyst

6 days ago

Canberra, ACT, Australia Lyra Technology Group Full time $60,000 - $80,000 per year

Since 1996 Centrered, a Lyra Technology Group operating company, has been part of the Canberra community providing quality managed IT and professional services. Our core values are critical to our continued success and underpin our approach to all aspects of our work.

About Your Team

Managed Services is the reason we're all here – they are the heart and soul of Centrered. They set the bar for exceptional client experiences and are the face of IT in our client's businesses.

About your Role

As a member of Services Team, you will be the primary point of contact for service tickets from clients, assisting them to make the most of their IT environment.

Your Day to Day

Within this role, allocated tasks will vary with specific clients; including, but not limited to:


• Provide telephone, face-to-face and remote support as the first point of contact for technical advice and support to a range of clients.


• Provide on-site support to our augmentation clients (where required), embedding in various locations to provide on the ground support in our client's offices.


• Monitor and manage the investigation and resolution of reported incidents and Service Requests within your allocated Pod.


• Assist in the customisation and adaptation of existing programs to meet client's requirements and expectations.


• Assist with the provision of laptops and new equipment.


• Connect users to networks and cloud-based platforms and provide initial training in facilities and applications.


• Proactively drive and promote a continuous and accurate documentation culture within Centrered.


• Contribute to the development of procedural and instructional documentation.


• Maintain and enhance existing client relationships by providing consistent and responsive support and a professional level of service.


• Maintain regular verbal reporting and feedback to SDM regarding all aspects of their work and areas of responsibility.


• Using the ConnectWise platform to track all tickets and time.


• Contribute to the success of clients through the POD or any other structure(s) in place, including the maintenance of customer facing documentation and resources.

Your Technical Skills

You will have these or be able to work towards these


• Certificate III in Information Technology


• Microsoft 365 Fundamentals


• Microsoft 365 Certified: Modern Desktop Administrator Associate


• Microsoft 365 Certified: Messaging Administrator Associate


• Microsoft 365 Certified: Teams Administrator Associate


• Microsoft 365 Certified: Developer Associate


• Windows 10 / 11 experience


• Server experience


• Active Directory & Azure Active Directory experience

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