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2nd Level IT Support Analyst

Job Title: 2nd Level IT Support Analyst
Contract Type: Permanent
Location: Sydney
Salary: $65,000 to $70,000
Reference: 1600467
Job Published: January 17, 2019 18:00

Job Description

Enthusiastic and personable IT support Analyst to join a small, sociable and motivated team provide Helpdesk and system administration services to all users

This role is a mix of phone based and internal support with c level executives of a tier 1 , top 100 ASX listed business.

The right type of personality will include: 
  • Proactive approach to work
  • Ability to remain calm and assist difficult and frustrated users, courteously 
  • Customer service driven, with a passion for providing outstanding levels of user service
  • ITIL Certification or working towards one
  • Ability to deal with vague stakeholders in the business
  • Driven to constantly seek constructive criticism and improve operations
  • Passionate about new technology
  • Ability to build relationships quickly and determine how best to service each user
  • Flexible, adaptable and able to respond quickly to changing situations and emergencies
  • Organised approach to work
  • Works well in a team environment which is geographically dispersed.
Your technical responsibilities will include:

  • User Management - including setting up profiles, assembling hardware, desk phones, mobile phones, iPads etc.  Including for those remote employees where interstate travel is required.
  • Using Service now
  • Adopting an ITIL mind set to solving problems
  • User maintenance - monitoring roaming profiles
  • System Admin support work for Document Management, CRM and Enterprise systems.
  • Technical, ad-hoc support, including being the on-site contact for desktop hardware and software issues
  • Maintain knowledge base of issues
  • Investigating, resolving or escalating technical issues logged with the IT Helpdesk

  • Tertiary qualifications in Information Technology or equivalent experience preferred
  • ITIL Certification
For a full job description and  or a more in depth discussion, contact