Service Analyst

We are real. We care. We are bold. Together, we are stronger.

As a Service Analyst at Bentleys Queensland, you'll be at the forefront of providing exceptional technical support to our organisation. You'll be the first point of contact for all IT-related inquiries and issues, ensuring swift and effective resolutions. With your outstanding communication skills, technical expertise, and customer-centric approach, you'll elevate end-user satisfaction.

Here is some of what you will do:

• Be the primary contact for all IT support requests, incidents, and inquiries, employing various communication channels for swift response
• Provide timely and efficient technical assistance, troubleshooting hardware, software, and network issues, minimizing downtime
• Conduct remote diagnostics, guiding users step-by-step, and escalating complex issues when necessary
• Proactively identify recurring issues, driving problem resolution, and preventing future incidents through effective escalation and trend analysis
• Document and categorize support requests accurately in the ticketing system, adhering to defined service level agreements (SLAs)

• Assist with seamless onboarding and offboarding activities, ensuring user accounts are set up, access is provisioned, and hardware/software configurations are optimal
• Collaborate with various IT teams to resolve technical issues and implement innovative solutions
• Provide ongoing management of the organization's Standard Operating Environment for all devices
• Administer the organization's Azure Tenancy, ensuring optimal performance

• Ensure adherence to all Cyber Governance policies related to technical services

• Maintain a robust knowledge base, FAQs, and support documentation to facilitate self-service and enhance resolution times
• Provide user training and support on common applications and systems, boosting end-user proficiency and adoption
• Drive continuous improvement by actively providing feedback, suggesting process enhancements, and participating in knowledge-sharing activities

You are ready to bring your outstanding communication skills, time management expertise, problem-solving abilities, and adaptability to our dynamic team and you'll excel in the following areas:

• Engaging effectively with staff at all organisational levels, ensuring active participation in issue resolution and preventative measures
• Translating complex technical concepts into easily understandable terms
• Collaborating with the IT team, offering valuable insights on recurring issues and proposing constructive alternatives
• Expertly managing your time to meet deadlines and excel in accordance with Service Agreements
• Thriving within tight deadlines, particularly during critical incidents
• Demonstrated ability to review and resolve both simple and complex problems
• Mentoring stakeholders on best practices for self-solving, aligning with long-term strategic goals

• Bachelor's Degree in Computer Science, Information Technology, or related field
• 1-3 years of proven experience in a Service role within a professional services organisation, supporting Microsoft Office 365 products under an ITIL/ITSM framework
• 1-3 years of proven experience administering Microsoft Azure tenancies with a focus on Modern Workplace and Identity Management using the Azure portal

We'll look after you at Bentleys, these (and more) are some of the benefits we offer:

• Learning opportunities via our Career Builder Program and our LMS which has thousands of modules for self-paced learning
• Genuine potential for growth, development and mentoring within the team
• Professional memberships and subscriptions
• Flexible working arrangements
• Bonus 3 days annual leave each year
• Additional purchased leave scheme
• Paid Parental Leave
• Direct access to senior staff and Partners
• Regular opportunities to participate in social activities, corporate volunteering and sporting events
• Monthly Mingle Social Event held each month
• Social Club
• Health and Wellness activities and education which has included:
  • 50% off memberships at Goodlife Gyms
  • Annual On-Site Health Screenings
  • Nutrition Workshops
  • Fully funded sporting events such as Corporate Games, Bridge to Brisbane, Corp Tri, Boot Camps and Yoga
  • Free fruit
  • On-site flu vaccinations
• Mental health support via our Employee Assistance Program
• Casual Friday every Friday
• 6 star eco-friendly office with luxury end of trip facilities

Bentleys Queensland is a full-service advisory and accounting firm with 25 Partners/Directors and almost 200 staff operating across 3 offices. We have a history of over 75 years in providing professional and dependable support across business & strategic advisory, accounting, taxation, audit, international & investment advisory, risk & assurance, corporate recovery & insolvency, technology & innovation, self-managed superannuation, HR, finance & lending and wealth management.

Opportunities like this at Bentleys don't come up often. Click the Apply button to start your application.