Service Desk Analyst

Job Title: Service Desk Analyst

Salary is $65K

Job Summary: As a Service Desk Analyst, you will be responsible for providing technical assistance and support to our clients and internal users. You will diagnose and resolve technical hardware and software issues, escalate complex problems as necessary, and ensure timely resolution of all support tickets. Additionally, you will contribute to the continuous improvement of our IT support processes and documentation.

Responsibilities:

1. Provide first-line technical support to users via phone, email, chat, or in-person.
2. Diagnose and resolve hardware, software, and network issues in a timely manner.
3. Log all support requests accurately and promptly into the ticketing system.
4. Prioritize and escalate support tickets according to established procedures and service level agreements (SLAs).
5. Communicate effectively with users to gather information, set expectations, and provide status updates on their support tickets.
6. Collaborate with other IT teams to resolve complex technical issues and ensure seamless service delivery.
7. Document troubleshooting steps and resolutions thoroughly in the knowledge base for future reference.
8. Assist in the deployment and configuration of new hardware and software as needed.
9. Participate in on-call rotation schedules to provide after-hours support when required.
10. Contribute to the improvement of Service desk processes, procedures, and documentation.

Due to the nature of the client applicants MUST;

• Be an Australian citizen
• Work from the client’s office (Haymarket Sydney). Work from home is NOT available for this role.

Requirements:

1. Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
2. Proven experience working in a technical support role, preferably in a Service desk or help desk environment.
3. Strong understanding of ITIL principles and best practices.
4. Proficiency in troubleshooting hardware, software, and network issues on Windows and/or macOS platforms.
5. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
6. Ability to work independently and collaboratively in a fast-paced environment.
7. Strong analytical and problem-solving skills.
8. Familiarity with remote desktop support tools and ticketing systems.
9. IT certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent (a plus).
10. Flexibility to work occasional evenings, weekends, and holidays as needed.

Due to the nature of the client applicants MUST;

• Be an Australian citizen
• Work from the client’s office (Haymarket Sydney). Work from home is NOT available for this role.

Send your CV and a short cover letter to ****@boundaryconsulting.com.au