It Service Desk Analyst (24 Month Career Pathways Including Certification)

The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.
 
THE OPPORTUNITY  
Due to continued growth in our Managed Services (MSP) Division, we are excited to be able to offer a number of Service Desk Analysts the opportunity to dive into their new career.  Learning and training on the job, completing certifications on your journey through our established Career Pathways Program and spending time outside the Service Desk learning from senior members. 
 
 
RESPONSIBILITIES

• Responding to phone, email, and event alerts within the defined, contractual SLAs
• Achieve a high level of customer satisfaction through a high quality of service and accuracy in following of processes and procedures
• Correctly identifying Priority 1 and 2 incidents and act on them in relation to major Incident Management processes
• Using knowledge (own and group), remote troubleshooting tools and reference databases to resolve incidents remotely
• Keeping customers updated
• Contributing to Knowledge Management

 
DESIRED EXPERIENCE

• Demonstrated experience in a similar role or fast paced customer service environment.
• TAFE Certifications highly regarded
• Ability to multi-task under pressure
• Collaborative approach to work

 
WHO YOU ARE

• Australian Citizen with ability to gain a Federal Government Security Clearance
• Strong stakeholder engagement & management skills
• Career focused & determined
• Adaptable & thrive in constantly evolving environments
• Strong communication skills
• Ability to undertake shift work

 
 
WHAT’S IN IT FOR YOU?
In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you’ll be rewarded with a career changing experience only consulting can provide.
 

• Diverse and challenging project work
• Flexible public holiday benefits and option to purchase up to 2 additional weeks leave per year
• Training and development opportunities
• Salary sacrifice, motor and novated leases
• Committed health & wellbeing plan including Employee Assistance Program
• 12 weeks paid parental leave, increasing to 20 weeks for 5+ years service
• Corporate partnerships

 
DIVERSITY & INCLUSION
We celebrate the diversity of people, and we pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias.
We value our collaborative culture and work together to support a variety of community organisations and social issues.
 
Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward – so that you’re always ahead of tomorrow.
We’re that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success – across business, government and beyond.
We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We’re backed by a global reach that makes us a truly game-changing alternative in the digital services space – with local decision-making and authority. And we’re powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.
Transformative digital solutions take the right team, making the right moves at the right time. You’ve found yours with NRI.