Senior Desktop Analyst

2 days ago

Sydney, New South Wales, Australia Data#3 Full time

Senior Desktop Analyst - End User Computing
We are seeking an experienced Senior Desktop Analyst to provide senior technical support to an existing customer in relation to maintenance, installation, use and repair of organisational infrastructure and applications. This role focuses on delivering a client-focused service experience in a professional and timely manner while maintaining customer relationships and complying with SLAs.
What will I be doing?
Resolve more complex technical issues escalated by the team
Answer customer problems and queries in an effective and timely manner
Effectively use the existing escalation process as required
Regularly update customers on progress during problem resolution
Contribute to team problem resolution processes and actively share knowledge
Enhance customer satisfaction through provision of a quality support service
Adhere to contracted SLA
Provide meaningful, relevant, timely and accurate updates to call logging system
Project a positive and professional image when representing Data#3
Contribute to the development of customer service delivery improvements, processes, procedures, and documentation
Participate in the overall team strategy
What experience and skills will I need?
A minimum of 4 years' experience in a Desktop Analyst or related role with proven troubleshooting skills in a desktop support role
Ability to deal with busy, high-pressured situations
Highly developed customer service skills
Developed documentation skills for procedure updates and report creation
Proven ability to work within deadlines with minimum supervision
Knowledge and working experience of security protocols
Experience with technologies including:
Active Directory user/group/administration
Windows 10/11 build and full management via InTune/AutoPilot and SCCM
Desktop Application deployment through SSCM and Intune Policies
Fleet Management (laptops, mobiles, iPads, and desktops)
MAM / MDM operational management
Operational experience with Exchange Shell/GUI, OneDrive, InTune/Autopilot, Azure AD and Powershell
Hold a Current Australian Department of Defence baseline security clearance or the ability to obtain a clearance.
Azure Virtual Desktop (AVD) experience would be highly regarded.
REF: KISH
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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