Service Desk Analyst_Full Time_Burnley VIC
$83,616–$83,616 year
On-siteMelbourne, Victoria, Australia
Job Summary
Provide technical support for desktops, laptops, software, phones, and peripheral equipment by troubleshooting hardware and software problems, performing health checks, and responding to user requests within Service Level Agreements. Manage identity, security groups, and mailboxes while logging incidents in the ITSM tool and maintaining an up-to-date knowledge base. Assist with advanced tasks including computer imaging, hardware upgrades, and user training, while identifying and responding to cyber-security incidents. Work in a call centre environment with after-hours rotational support approximately one week in four.
Required Qualifications
- 2 years + experience in a similar IT Service Desk Role, particularly with an enterprise multi-site IT department and Aged care
- Demonstrated skills in the installation, testing, troubleshooting and maintenance of PCs, printers, software, and information security systems
- Basic Microsoft Windows troubleshooting and hardware fault diagnosis, installations, and maintenance
- Experience with managing work through an IT Service Management tool
- Demonstrated understanding of the operational characteristics of computer platforms, network configurations, PC management software and backup solutions
- Strong working knowledge of Microsoft desktop and server operating systems (e.g. Windows 11, Server 2016) and Office 365
- Demonstrated high level of professionalism, honesty, integrity, openness and ethical behaviour, ability to instil confidence in others and represent the organisation in a professional manner
- Ability to work collaboratively within a team and provide guidance to achieve business goals, including highly effective communication skills
- Awareness of current relevant ICT trends and best practices
- Demonstrated commitment to quality improvement in work practices
- Excellent communication skills, written and verbal
- Providing after hours support on a rotational weekly basis (approximately one week in four as on-call support)
- All shortlisted applicants will need to pass the required background checks
- During the influenza season, all staff are required to provide evidence of a current influenza vaccination
Desired Qualifications
- IT degree preferred
- ITIL certified preferred
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