Service Desk Analyst - Melbourne, Victoria
1 day ago
Job description
Position Title: Service Desk Analyst
Department: IT Operations
Reports To: IT Operations Manager
Location: Melbourne, VIC - Hybrid (Minimum 3 days onsite)
Job Type: 6 Months Contract with extension
We are seeking a skilled and experienced Service Desk Analyst to join our dynamic IT team on permanent role basis. We are heavily focused on Microsoft technologies, making this an excellent opportunity for those with expertise in Microsoft products and services.
The ideal candidate will have a minimum of 5 years of experience in providing technical support and troubleshooting services. This role requires excellent communication skills, a strong technical background, and the ability to manage multiple projects simultaneously in a collaborative environment.
Key Responsibilities
- Provide first-level technical support to end-users via phone, email, and in-person.
- Diagnose and resolve hardware, software, and network issues.
- Document and track all support requests in the ServiceNow ticketing system.
- Escalate complex issues to higher-level support teams as necessary.
- Assist in the setup, configuration, and maintenance of IT equipment.
- Conduct user training and create documentation for common issues and solutions.
- Monitor and maintain IT systems to ensure optimal performance.
- Participate in IT projects and initiatives as required.
- Mentor junior team members
Qualifications
- Experience with remote support tools and ticketing systems (e.g., ServiceNow, Jira, DevOps).
- Familiarity with Active Directory, Group Policy, and basic scripting (e.g., PowerShell)
- Experience with cloud services (e.g., Microsoft Azure, AWS) and virtualization technologies (e.g., VMware, Hyper-V).
- Minimum of 3 years of experience in a Service Desk or IT Support role.
- Strong knowledge of Windows OS
- Proficiency in troubleshooting hardware and software issues.
- Familiarity with ITIL processes and best practices.
- Experience with ServiceNow or similar IT service management tools.
- Excellent communication and interpersonal skills.
- Experience with Intune and Microsoft Defender would be highly regarded
- Recent Power Platform experience would also be advantageous.
Benefits
- Competitive renumeration.
- Opportunities for professional development and career growth.
Collaborative and supportive work environment.
Access to the latest technology and tools.
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