Service Desk Analyst - Sydney, Australia - illion

illion
illion
Verified Company
Sydney, Australia

1 week ago

Olivia Brown

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Olivia Brown

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Description
Company Description

illion is the leading independent provider of trusted data and analytics products and services in Australia and New Zealand.

illion leverages its consumer and commercial credit registries to provide end-to-end customer management solutions to clients in the financial services, telecommunications, utilities and government sectors.


Job Description:


This role serves as the front line of the IT Service Desk providing day to day End User Computing Support to all lines of business.

Works closely with other internal IT teams and 3rd party vendors to support IT services and systems ensuring processes are followed and SLA's are met.


There is a need to work on a rotational roster to support business demand and support for the deployment of system changes, also on a rotational on-call roster to handle critical support escalations out of service hours.


Roles & Responsibilities

  • Act as the first point of contact into the IT Service Desk and ensure all incidents/requests are managed; including logging, assigning, tracking and resolving using the service management ticketing system
  • Classify incoming Incident and Requests and ensure correct prioritisation including recording quality description, progress, and resolution details in the ticket
  • Perform initial Triage and troubleshooting activities for all tickets and escalate to next level technical support teams where necessary
  • Contribute to Service Desk/IT process and service improvements and identify opportunities to improve efficiency, quality and permanent fix rate
  • Configuration and installation Desktop and Laptop SOE (Windows)
  • Deployment and installation of hardware and peripherals
  • Maintain knowledgebase articles within the illion document sharing system
  • Out of hours on call support where required

_ Essential Skills_

  • Well versed in a range of End User Computing related technologies, including desktop, laptop, mobile devices, and meeting rooms.
  • Excellent verbal and written communication & experience in providing high quality customer service
  • Strong time management and the ability to manage competing and shifting priorities and work under pressure
  • Excellent problem solving and analytical skills showing Initiative and creative thinking
  • Excellent supportive team player

_ Desirable Skills_

  • Experience using ITIL service management ticketing systems, preferably Jira Service Desk and Confluence
  • Microsoft certifications and/or experience with Active Directory (Windows and Azure), Exchange, O365, SCCM, and Windows 10/Server
  • IP Telephony


  • Understanding ITIL framework

  • Incident/Request/Change/Problem management, ITIL Foundation certification highly desirable
  • Understanding SLAs and KPIs

Qualifications:


  • Minimum of 2+ years' experience in a Service Desk
  • Proven experience in the administration and support of MS Windows and an Active Directory managed environment
  • High level of experience across a range of End User Computing / Mobile technologies as well as messaging systems and telephony
  • Demonstrable experience supporting all levels of an enterprise organization with a particular focus on C level executives
Additional Information

Benefits

  • Flexibility and Remote Working Options
  • Gifted Leave, Purchased Leave, Public Holiday Swap and Paid Volunteer Leave
  • Paid Parental Leave
  • Novated Leasing and Corporate Discounts (i.e. Health Insurance)
  • Education Assistance and dedicated time for professional development as part of your role
  • Free Employee Assistance Programme, Free Flu Shots and Subsidised Gym Memberships.

How to Apply
**_ Here at illion, we value diversity and inclusion and believe that we are able to grow and learn better together with a diverse team of employees. By joining illion you'll be part of an inclusive culture that celebrates a diversity of cultures, skill sets, educations and opinions. People from all culturally diverse backgrounds including Aboriginal & Torres Strait Islander Peoples are encouraged to apply_
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