Service Desk Analyst

Overview
Who We Are:
Centorrino Technologies, a certified Great Place to Work ranked 23rd in Australia's Best Workplaces 2022. With 10 consecutive wins at the Australian Service Excellence Awards and our CEO Adam Centorrino as a two-time Customer Service Executive of the Year awardee, we are customer service rockstars. We prioritize our customers and employees by offering flexible work culture, growth opportunities, wellness benefits, and inclusive workplace culture. Our team of over 250 employees specialises in building IT environments, working at the forefront of the tech industry in Australia and NZ.
The Role:
We are seeking an IT Service Desk Analyst to provide technical support to our clients. As the IT Service Desk Analyst, you will be responsible for providing first-level support, troubleshooting, and resolving technical issues related to hardware, software, and network systems.
Responsibilities
Act as the first point of contact for all IT-related issues, incidents, and service requests
Provide exceptional customer service, technical support, and issue resolution via phone, email, chat, or in-person
Troubleshoot and diagnose issues related to hardware, software, network, and other IT-related services
Escalate and manage unresolved issues to the appropriate team or vendor for timely resolution
Maintain accurate and up-to-date documentation of all service requests, incidents, and resolutions
Participate in training programs and maintaining technical knowledge
Qualifications
Excellent communication skills, both verbal and written, with the ability to explain technical issues in simple terms
Strong customer service orientation and ability to work well under pressure
Strong problem-solving skills, with the ability to prioritize and manage multiple tasks simultaneously
Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Experience with IT service desk software and ticketing systems is ideal
Please note that all team members must have a valid state-based Working with Children Check (WWCC), Police check, and be authorized to work in Australia.
Benefits and Culture
We offer a wealth of training and development opportunities to help you enhance your skills and achieve your career goals, including a diverse range of courses, certifications, and personalized coaching.
We care about your physical and mental wellbeing, which is why we offer wellbeing subsidies that provide discounts on gym, yoga, and Pilates memberships.
We understand that technology is key to your success, which is why we give you the freedom to choose between a Mac or PC and offer cost-price tech discounts so you can stay up-to-date with the latest trends.
We believe in working hard and playing hard, and foster team bonding through a variety of events that help you connect with your colleagues outside of work.
We believe in your potential and offer a personalized career and learning plan tailored to your unique goals and aspirations, committed to supporting you in becoming the best version of yourself.
We celebrate diversity and inclusivity, and prioritize health, wellbeing, and fun in our workplace culture.
As a full-time member of our team, you will be working on shifts between the hours of 7am and 7pm. This role requires a dedicated individual who is willing to work flexible hours to ensure our customers receive the support they need when they need it.
When you join Centorrino Technologies, you know you are joining an organisation that is driven by our values and innovation. We are proud to be an equal opportunity employer, and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences. We encourage applications from people of all ages, disabilities, LGBTQI, Indigenous people and people from culturally diverse backgrounds.
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