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Service Desk Analyst

Job Title: Service Desk Analyst
Location: Sydney
Reference: 2745316
Job Published: May 22, 2018 11:45

Job Description

Global Professional Service's firm is looking for a Service Desk Analyst. You will be working a part of an IT team is looking for an experienced Service Desk Analyst to join our team on a contract in Sydney. You will provide a professional IT support service to the whole firm with end-to-end management of software and hardware incidents and service requests. Tasks will be allocated to a defined roster with duties such as phone support, IT support via remote access, email support, floor walking and project support tasks as required.

Main responsibilities:

  • Understand the IT requirements of the local business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent and professional service
  • Contribute to the effective operation and management of the Service Desk to ensure it provides quality, correct and timely information and services to its clients
  • Daily tasks may include but are not restricted to:
    • o Day-to-day user support and liaison with IT Service Desk in other offices to resolve issues
    • o Management/support of pool and permanent laptops
    • o Management/support of remote working
    • o Management of user administration
    • o Mobile device support, including BlackBerry, iPhone or Android devices
    • o AV and VC overflow support
    • o Managing spare PCs, upgrades and replacements
    • o For new joiners, setting up the PC, including Outlook, WorkSite and other core applications
  • Support international offices with equivalent services
  • Configuration and asset management
  • Knowledge management
  • Accurate ticket logging of all IT incidents and service requests whilst managing and owning individual ticket queue within the Service Management solution
  • Point of contact for projects within the firm from inception through to "business as usual"
  • Manage end-user administration such as joiners, leavers
Essential skills and experience:
  • 3 years' previous IT experience
  • Highly motivated; willing to continually update knowledge and skill sets
  • Analysis and troubleshooting skills of all IT incidents
  • Flexibility: may occasionally be required to work evenings and weekends
  • Excellent communication, customer service skills and attention to detail
  • Efficient with good planning skills
  • Ability to perform well under pressure and use initiative
  • Ability to identify business impacting incidents and escalate according to the escalation process
  • Ability to work effectively alone and within your team/group or project, under the appropriate supervision
  • Fluent in English (written and spoken)
  • Previous legal or professional services experience would be advantageous
  • Work in accordance to ITIL processes and procedures
  • Microsoft Office & Outlook 2010 (intermediate with advanced)
  • Microsoft Windows 7 Professional Workstation
  • Microsoft Active Directory
  • Knowledge of Microsoft Windows 2008 Server
  • Knowledge of Autonomy Interwoven (WorkSite/FileSite) or similar
  • Knowledge of MobileIron or similar MDM solution
  • Knowledge of video conferencing systems
  • InterAction or similar CRM software
  • Bighand or similar digital dictation software
  • AD administration
  • Knowledge of remote working solutions, eg. VPNs and mobile technology
  • Knowledge of building PCs and troubleshooting support issues
If you're interested in hearing more about this opportunity and/or other roles we're working on apply now! - Reece Richardson

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