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Service Support Analyst

Job Title: Service Support Analyst
Contract Type: Permanent
Location: Sydney
Reference: 3108801
Job Published: March 05, 2020 11:16

Job Description

Service Support Analyst

Service Support Analyst required to support tier 1 professional services business users including C-Suite

Job Duties & Responsibilities
  • Answer helpdesk phone line/email requests and use Helpdesk Tracking system to track all calls and emails received in accordance with the established or documented procedures
  • On-site and remote technical 2nd level support
  • Assist the APAC Service Delivery Manager as needed when he is unavailable to troubleshoot enterprise Helpdesk issues; identify the root cause, etc.
  • Configure, deploy and relocate corporate desktops and laptops.
  • Install and configure standard applications
  • Setup printers and hardware peripherals
  • Troubleshoot hardware and software problems, resolving them in timely and efficient manner
  • Ability to prioritize outstanding issues and manage user expectation.
  • Escalate high priority issues using established processes.
  • Undertake miscellaneous projects in addition to regular Helpdesk duties.
  • Document and maintain new application and operating system installations and configurations.
  • Document and maintain helpdesk and desk side support procedures.
  • Assist in the implementation/design of operating system images
  • Virus eradication.
Job Qualifications


  • Bachelor’s degree or equivalent work experience required.
  • 3 -5 years progressive IT service support or service support role in a dual phone & face to face.
  • Extensive experience with formal service support processes and procedures based on ITIL, including incident change, problem management and service improvement
  • Microsoft MCP desired or other appropriate certification.
  • Proficient in Microsoft Office (Outlook, Word, Excel and PowerPoint)
  • Excellent oral and written communication skills.
  • Strong interpersonal and organizational skills
  • Team player, be organized and have the ability to handle multiple projects
  • Ability to work independently with minimal supervision or function in a team environment sharing responsibility

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