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Service Support Analyst - L2 Technical Helpdesk

Job Title: Service Support Analyst - L2 Technical Helpdesk
Contract Type: Permanent
Location: Brisbane
Reference: 3216237
Contact Name: Sarah Kennedy
Contact Email:
Job Published: August 09, 2021 14:46

Job Description

You will be working as a part of the service desk team that provides 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:
    • Day-to-day user support and liaison with IT Service Desk in other offices to resolve issues
    • Management/support of pool and permanent laptops
    • Management/support of remote working
    • Management of user administration
    • Mobile device support, including BlackBerry, iPhone, or Android devices
    • Managing spare PCs, upgrades, and replacements
    • 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:
  • Highly motivated; willing to continually update knowledge and skillsets
  • 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)
  • Work in accordance with ITIL processes and procedures
  • Microsoft Office & Outlook 2010 (intermediate with advanced)
  • Microsoft Windows 7 Professional Workstation
  • Microsoft Active Directory
  • AD administration
If this sounds like you and you are interested in applying please contact