Service Desk Analyst

23 hours ago

Parramatta, New South Wales, Australia Empower IT Solutions Pty Ltd Full time $60,000 - $80,000 per year

About Us

Empower IT Solutions is a technology company, based in PARRMATTA - servicing medium to large sized businesses across Australia & New Zealand over the last 21 years.

We provide Managed IT Services, Managed Cyber Security, Private Cloud & IT Projects under our IT Services lob and provide Dynamics 365, SharePoint & Power BI services under our Software Consultancy & Development lob.

The Role

We're looking for a resourceful and committed person, wanting to pursue their career in IT without having to travel to the city every day. They must be able to work independently and have the ability to communicate clearly, both technically and to clients.

Must be a positive person with a great attitude, self-motivated and a willingness to learn.

In this role you'll be expected (but not limited to):

  • Answering calls
  • Managing support emails
  • Triaging incoming support requests (phone & email)
  • Assigning/routing tickets to correct resource.
  • Troubleshooting and diagnosing Level 1 technical issues remotely, over the phone
  • Escalate issues to L2 & L3 analysts

Skills & Experience

The following skills are essential for the position:

  • Excellent triage skills
  • Ability to work as part of a small team
  • High level of customer service skills
  • Excellent communications skills (oral and written)
  • Worked in a busy Service Desk environment
  • Experience in using helpdesk / ticketing software
  • Driven to exceed KPIs
  • IT qualifications / certifications (desirable)

The successful applicant will have knowledge of the following technologies:

  • Microsoft Windows Server
  • Active Directory / DHCP / DNS
  • Office 365 & Exchange
  • TS / Remote Desktop Services
  • Windows 7, 8 & 10
  • Microsoft Office (All Versions)
  • Microsoft Office 365
  • Basic networking understanding
  • Mobile Device Support (iOS and Android)

The following will be advantageous:

  • Previous experience working for a Managed IT Services company servicing multiple customers
  • University / TAFE Degree
  • Microsoft, Cisco or other relevant certifications
  • Full drivers licence.
  • Previous L1 IT Support experience

What we offer

  • Friendly, rewarding environment
  • Fantastic work culture and supportive team to help you grow and learn
  • Immediate start available

Remuneration

Contingent on experience, packaging options and demonstrable capabilities

PLEASE NO RECRUITMENT COMPANIES.

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