Desktop Support Analyst - Rocklea, Australia - Secure Agility

Secure Agility

Verified Company

Rocklea, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Who are we?

Secure Agility is a provider of Professional Services, Managed Services, Cloud, Talent Management and Procurement to both Public and Enterprise Customers across Australia.

Secure Agility also owns 50% of Sliced Tech, which is a Canberra based Cloud and Managed Services company with a dominance in the government space.

What is the role?

This is a 7 week contract for a Service Desk Analyst to provide Level 2 face-to-face support onsite at Rocklea.

You must be available to start on December 15th to facilitate the handover.

The key aspects of this role include:

Windows 7, 10 & O365 support
Thin Client support is essential
Citrix support
Updating permissions and access in Active Directory
Networking troubleshooting (connectivity, restarting of equipment)
Hardware provisioning small hardware repairs
Mobile device, Laptop & iPad troubleshooting
Report back to Head Office any areas of IT improvement, eg: IT Communications room requires physical locks, Communication cabinets require network cable cleanup, poor WiFi experience at certain locations onsite
Willingness to review overall team queue and assist with backlog in other states when required
Contribute findings with national helpdesk team and offer guidance on site specific issues
Escalate to Level 3 and the MDM partner where necessary

The key skills required for this role include:

You will be an investigator; someone who enjoys solving problems and making customers happy Your attention to detail will be one of your strongest skills as you don't miss a trick and ask lots of questions You will be a friendly and approachable person who works well on their own, or as part of a team.

A proven and strong understanding of Citrix desktop and thin client support
Strong understanding of Windows 10 and comfortable to rebuild these via software tools, but also able to diagnose hardware faults
Familiar with networking equipment such as switches and routers
Demonstrated ability to build rapport with onsite staff facetoface
Customer experience is to be at the forefront of all work conducted
Experience working to SLA's, creating and managing tickets across multiple customers
Experience developing and maintaining a knowledge base within the ITSM tool
Must be vaccinated for COVID
Ability to obtain a police and working with children check