Senior It Service Desk Analyst

If you are a highly skilled and experienced Senior IT Service Desk Analyst (Level 2 Technician) with exceptional technical support and love providing superior customer service in a fast paced, dynamic environment, this might be your next job!

Insight IT is a growing IT solutions provider based in the Sydney CBD at Woolloomooloo. We specialise in delivering managed IT services to a diverse client base of mainly small and medium businesses. We exist to empower our clients by providing reliable, innovative, and cost-effective IT solutions that help them thrive in the digital landscape.

As a Senior IT Service Desk Analyst, you will be a key member of our support team, working directly with clients and collaborating with Level 1 technicians to resolve escalated IT-related issues and inquiries. You'll also play a crucial role in ensuring our clients receive timely and effective technical support, ultimately contributing to their operational efficiency and success.

• Provide efficient and effective technical support to end-users, addressing and resolving escalated IT issues in a timely manner.
• Diagnose and troubleshoot hardware and software problems, ensuring a high level of customer satisfaction and minimal disruption to business operations.
• Configure and install new IT equipment as part of Client Projects
• Attend Client's sites as required to troubleshoot hardware problems.
• Collaborate with Level 1 technicians to assist with complex technical inquiries and provide guidance on issue resolution.
• Document and maintain detailed records of all Service Desk activities, including incident reports and resolutions.
• Assist in the development and improvement of IT support processes and procedures to enhance overall service delivery.
• Collaborate with fellow team members to share knowledge and contribute to continuous improvement initiatives.
• Proactively identify opportunities to enhance client satisfaction and contribute to Service Desk best practices.

• Must have a minimum 2 years experience in a Level 2 IT Support role within a managed service provider environment.
• Strong technical proficiency in Windows and macOS operating systems, Microsoft Office Suite, Remote Desktop Services, Server, networking, hardware, telecommunications and internet service troubleshooting.
• Exceptional communication skills, both written and verbal, with an ability to convey technical information to non-technical clients.
• Customer-focused mindset with a passion for outstanding service.
• Excellent problem-solving skills and the ability to prioritise tasks in a fast-paced and dynamic work setting.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• ITIL certifications, other relevant certifications, or similar, are a plus.
• Ability to work effectively in a team-oriented, collaborative environment.
• Experience working under Service Level Agreements.
• Current drivers license and the ability to travel to client sites. 

• Competitive salary.
• Professional growth and development opportunities.
• Hard-working, fun, collaborative and inclusive work environment.
• Exposure to diverse technical challenges and client environments.
• Opportunity to work with new technologies and industry-leading tools.
• Work-life balance and flexibility to promote your well-being.

If you're ready to join a dynamic team that's passionate about technology and client satisfaction, we want to hear from you! Take the next step in your IT support career, apply today and upload your resume and a cover letter outlining why you're the best person for the role.