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    Service Desk Analyst - Melbourne, Australia - Interactive

    Interactive
    Interactive Melbourne, Australia

    4 days ago

    Default job background
    Permanent
    Description
  • Provide Level 1 technical support to Interactives Managed Services customers across Australia, providing first call resolution or fulfillment where possible to meet agreed Service Level Targets.
  • Create and resolve Incident tickets on behalf of customers. Perform first level investigation, diagnostics and troubleshooting for cloud and end user services.
  • Fulfil Service Requests for customers and end users.
  • Manage tasks, ticket queues and priorities effectively to meet deadlines and customer expectations.
  • Coordinate, collaborate and escalate incidents and requests within established service levels.
  • Consult with various partners and support teams to achieve the desired outcome for our customers.
  • Work within a rotating roster between the hours of 07:00 and 20:00, Monday to Friday, including public holidays and weekends, where required.

    • What we are looking for:

  • Knowledge and experience working in a desktop support role, with robust troubleshooting skills.
  • Experience managing and troubleshooting Microsoft Azure, Active Directory administration, Citrix or Virtual Desktop management, Email Provisioning, Exchange management and Office 365.
  • Strong customer focus and effective time management skills.
  • Effective communication and people skills, with the ability to create positive customer relationships.
  • Ability to work as a team member, and as an individual.
  • Experience with processes aligned to the ITIL framework is desired, but not essential.
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