It Helpdesk Analyst - 9-Month Contract

Our client is a large financial services firm in Melbourne, and seeking an IT Helpdesk Analyst to hire on an initial hourly-rate contract to join the IT Support function.

Scope of Work:

Responsible for assisting partners in devising hardware and software solutions using personal computers (PC), data communications equipment, terminals, electronic office equipment and desktop tools. Analyses systems’ needs, handles problem resolution, provides quality assurance reviews and trains partners on use of various tools. Provides technical support to all Asia offices. Performs Project Manager responsibilities as needed and keeps abreast of new technology.  

Duties:

• Provide business as usual (BAU) IT support APAC partners
• IT Service Management for Partners (Incident, Problem and Change Management)
• Leverage Global Support Model in providing IT support for Incidents and Service Requests
• Analyse impact, risks and effort needed to implement a change request
• Help carry out approved changes to the system.
• Coordinate with Global Support Teams for changes and support required by business partners.
• Regularly check for new issues/incidents raised by key business partners.
• Generate and analyze trending reports, recurring incidents, root-cause analyses and opportunities for systemic improvements to service results and periodic SLA reports/ scorecards.
• Analyze, track and monitor all escalated issues, act as a resolution owner and ensure that issues are properly resolved
• Escalate unresolved issues to other pre-identified support groups and vendors
• Provide support to Critical and Major Incidents that may constitute to a possible miss in SLA
• Own Critical/Major Incidents, Resolution and Escalated Incidents until closure
• Provide regular updates, analysis and next steps as appropriate during outages
• Deskside support to Partners
• Provide Audio-Visual support to partners
• Perform Capacity Management and Asset Management
• Asset deployment
• Responsible for the daily and long-term strategic management IT Assets and other technology-related hardware within APAC
• Planning, monitoring, and recording IT assets to ensure compliance with internal and external regulations and vendor contracts
• Project Support/Management
• Support migration activities
• Testing activities
• Migration IT Requirements
• Provide pre-go Live, Go-Live and Post Go Live support
• Work with Global core IT teams on Projects & Build-outs

Knowledge/Skills:

• Knowledge of networks, database or operating systems, PC/LAN/WAN, Citrix/VDI, telecommunications technologies, and information security technology.
• Strong Analytical skills and attention to detail
• Excellent communication skills both written and oral
• Good Project Management skills
• Good interpersonal skills are essential to successfully service clients and to maintain good working relationships with partners
• Good written and verbal communication skills are essential
• Good working knowledge of and troubleshooting experience in Office 365 (on prem and cloud), Outlook, Lotus Notes and SharePoint

Experience and Qualification:

• A bachelor’s degree or its equivalent
• Minimum 1-2 years’ of technical experience in operating systems, database, telecommunications, PC, LAN, WAN, and data security technologies.
• Should have good a understanding of ITIL, Citrix, VDI/VM, Windows servers, MS O365
• ITIL, MCSE,  MCSA and CCNA certification a plus
• Working knowledge of Service Now System tool a plus

Please kindly apply at your earliest convenience and we will review and reply back to every applicant. Feel free to call the Melbourne office of Anton Murray Consulting to follow up on 03 9653 9***.