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L2 Service Desk Support

Job Title: L2 Service Desk Support
Location: Sydney
Reference: 3176065
Contact Name: Reece Richardson
Job Published: October 12, 2020 09:31

Job Description

We're working with a high profile Managed Service Provider who are looking for a Service Desk Support Analyst to assist with out of hours support on a short term rolling contract. You will play a key role, as our Service Desk acts as the first line of contact with customers. Our Service Desk provides the most customer-facing aspect of our business and works to efficiently resolve IT issues both proactively and reactively. As the Level 2 Support Analyst, you require a broad and general understanding of products, operating systems and services to allow you to gather information, analyse symptoms and determine/troubleshoot basic problems. Have a sound understanding of a broad range of technology products and services to empower you to seamlessly and professionally assist your clients.

Key Responsibilities:
  • Work on assigned Service Tickets in line with associated SLA’s.
  • Self-enter a ticket for any work assigned to you via email, phone or verbally.
  • Monitor & manage system alerts and notifications and respond accordingly through service tickets.
  • Ensure ticket entries are clear and concise.
  • Provide unsurpassed Level 2 Support, including but not limited to solving issues such as;
  • Problems with usernames and passwords, Physical layer issues, Verification of hardware and software setup, Installation, reinstallation & uninstallation issues
  • Look for potential upsell, cross-sell or expanded services opportunities through your client engagement and articulate through to the assigned sales BDM for the client.
  • Maintain the data integrity and validity of all company systems utilised in your role; ConnectWise, CW Automate
  • Ensure all your time daily is recorded in tickets and prompt submission of weekly timesheets
  • Establish a trusted working relationship with your peers throughout the company.
  • Proactively manage internal/external expectations by keeping lines of communication open at all times.
  • Achieve & maintain Technical Certifications on products/solutions as outlined by CTP Management in line with a company focus. Including but not limited to also have a general understanding of;
  • Experience with ConnectWise Manage and Kaseya is an advantage
  • Operating Systems (both client & server)
  • Knowledge of virtualization, administration level
  • Strong understanding of troubleshooting Windows server and Windows domain environment
  • Networking/infrastructure skills (TCP/IP, DNS, DHCP)
  • Hyper-V or VMWare
  • Some cloud experience with AWS or Azure
  • Office 365 and other Microsoft standard offerings
  • Ensure completion of all assigned tasks within deadlines outlined by Management and/or others.
  • Adhere to all policies and procedures as outlined by CTP’s Management Team.
  • Propose any ideas, improvements or suggestions that you believe will help you to fulfil your responsibilities and/or benefit the overall business.
Key Performance Indicators:
  • Meeting company SLAs within the service desk
  • Exceeding expectation on client satisfaction survey – annually
  • Completion and maintenance of Technical Certifications as outlined by CTP
  • Adherence to CTP policies and procedures
  • Adherence and execution of all key responsibilities as outlined above
  • Maintenance of all company systems as outlined

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