Address
Form of work
Salary- Permanent position offering $60,000 Per year + Super
- Based in Brisbane with WFH opportunities
The Service Desk Analyst provides Tier 1 Information Technology support in a high volume service desk environment to assist callers in addressing, resolving or redirecting technical enquiries relevant to the services delivered by the IT Service Desk.
Key accountabilities
- Answering telephone calls and live chats to guide customers through troubleshooting steps, in order to diagnose and resolve technical issues with computer applications or hardware faults.
- Respond to Service Desk requests in a courteous & confident manner.
- Data entry of information and actions taken in real time for every customer interaction in a web based application and making triage decisions on categorisation, prioritisation and allocation of work to the correct Tier 2 IT support team to ensure the most efficient issue resolution.
- Administrative processing of work items to provision access to IT systems, submission of warranty claims and logistics of service calls.
- Adhering to relevant policies, procedures and processes to ensure information and advice provided to clients is current and accurate.
- Answering, clarifying and responding to client questions/complaints and status follow up calls, including the nature of the enquiry, problem or issue to ensure accurate advice is provided to the client and complex matters are escalated appropriately.
- Previous IT Support/Help Desk experience, a minimum of 1 year experience in an IT Support and Help Desk role.
- practical knowledge of ADSL, DSL, SHDSL, NBN, fibre & wireless technologies
- Strong technical background in Windows OS, Mac, desktop/laptop, hardware/software, end user support.
- Microsoft & Cisco CCNA/CCNP qualifications preferred.
- proficiency in Microsoft/Windows desktop environments, Windows Operating Systems, Windows Server, Exchange & Active Directory
- Formal qualifications in Information Technology or Computer Science from a university or TAFE
