Senior Helpdesk Analyst

2 weeks ago

North Ryde, Australia CSR Full time

About this role

CSR Limited is a leading Australian Manufacturing business with a rich history and an exciting future. We are recognised for our innovative approach to developing sustainable and high performing building products and systems for the residential and commercial segments across Australia and New Zealand.

Our purpose is ‘Building solutions for a better future'. We have a forward momentum and we're on our way to bigger, better, and aspirational outcomes for our employees, customers and communities in which we operate.

What you'll be doing:

Reporting into the IT Customer Support Manager, we have an exciting new opening for an IT Help Desk Support Specialist to join the CSR technical helpdesk support team. The role will see you provide superior customer service & support to CSR's internal & external customer base.

You will be joining a highly regarded and high performing team, with opportunities to grow your technical skill set as you grow in the role. This is a busy and varied role and would suit someone who has previous experience in supporting enterprise environments but is looking for their next step in Help Desk support.

As the Senior Helpdesk Analyst, you will work a four-week roster spanning from 6 am to 6 pm. Operating within a hybrid working environment, you'll navigate between remote and in-office responsibilities seamlessly. Additionally, there is an expectation to be on call within this role, ensuring prompt and efficient assistance to our customers beyond regular working hours. This dynamic schedule allows for flexibility while maintaining a commitment to delivering exceptional service around the clock. 

What you'll be doing:

  • Provide superior customer service and 1st level technical support to CSR's internal and external customer base.
  • Assist IT Customer Support Manager with preparation of KTI and Stats reports as needed.
  • Contribute to achieving a Grade of Service (GOS) of 85% or higher.
  • Contribute to all departmental goals (SLA, CX Measure and Service Requests).
  • Ensure logged onto the Helpdesk phone queue as per roster.

Your background:

  • Tertiary qualifications in Information Technology.
  • 2 + years' experience working in an IT Helpdesk.
  • Strong written, verbal & interpersonal skills.
  • Understanding of Information Technology functions within an Enterprise environment
  • Understanding of the Information Technology policies, systems, processes, and procedures relating to desktop support
  • Strong decision making, problem solving and analytical skills.
  • Ability to manage high level of call volumes whilst adhering to KPIs & SLAs.
  • Advanced understanding of Windows 10
  • Advanced understanding of MS Office and Office 365
  • Sound knowledge of LAN/WAN Technologies
  • Sound knowledge of SOE Principals and Concepts
  • Sound knowledge of Active Directory and exposure to Citrix
  • Experience supporting Android and iOS

What we can offer in return:

  • Hybrid working environment.
  • Extensive learning opportunities
  • A well-established major Australian company with continuous growth
  • Base + 12% Super + 25% leave loading + OT. 

At CSR, we are committed to creating a supportive and engaging environment that recognises and rewards it's people, enabling them to grow their career and truly thrive. We are a diverse and inclusive organisation where differences are valued. We welcome people of all backgrounds, experiences, and abilities.

How to Apply: If this role sounds like you and you're ready for you next career move, APPLY TODAY

To find out more about us, visit www.csr.com.au

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