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Graduate Technical Support Analyst

Job Title: Graduate Technical Support Analyst
Contract Type: Permanent
Location: Brisbane
Industry:
Salary: $50,000 to $55,000
Reference: 78789878
Contact Email: andrew.heaton@perigongroup.com.au
Job Published: October 15, 2018 11:01

Job Description

Global Software company is looking for a Graduate Support Analyst. Resolve issues accurately & efficiently within the established service level agreement.

This position requires a self-starter/mentor that can hit the ground running. He/She will need to know when to escalate and ask for assistance and work with the Helpdesk supervisor training less experienced support staff.

Helpdesk Support
  • 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 Helpdesk supervisor as needed when he is unavailable to troubleshoot enterprise Helpdesk issues; identify the root cause, etc.
  • iPhone and Blackberry support.
  • 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 with Altiris.
  • Virus eradication.
Qualifications
  • Completion of a University degree is preferred but not required.
Knowledge, Skills, and Abilities
  • Ability to work independently and in a team environment.
  • Excellent communication skills (oral/written)
  • Excellent Customer Service and interpersonal skills
  • Ability to assimilate training quickly and efficiently