Service Desk Analyst - Hybrid WFH role

Who are we?
Secure Agility is a provider of Professional Services, Managed Services, Cloud, Talent Management and Procurement to both Public and Enterprise Customers across Australia. We have offices in Melbourne, Burwood and Sydney CBD, with a great vibe and a collaborative culture of professionals. 

Why us?
Secure Agility is a well-established company with an appetite for innovation and a culture of technology enthusiasts. We have a start-up vibe and the team are results and best practice oriented. Our people and clients are the main priority.

What is the role?
We are currently looking for a Service Desk Analyst to join our team in Burwood and be the first point of contact for all technical support for our customers. This role will be required to work in various locations around Sydney metro to provide on-site support to customers as needed.

The responsibilities of this role include:

• Windows 10 & O365 support 
• Windows Server 2008-2020 support (provisioning accounts, basic troubleshooting) 
• Exchange 2010-2019 & Online support (mailbox creation, permissions, message tracking)  
• Firewall security (triage the call to level 2) 
• Networking troubleshooting (connectivity, restarting of equipment)  
• On-premise rack and stack 
• Hardware provisioning  
• Check alerts in the morning, servers, back-ups, look for trends and patterns

The key skills required for this role include:
You will be an investigator; someone who enjoys solving problems and making customers happy! Your attention to detail will be one of your strongest skills as you don't miss a trick and ask lots of questions! You will be a friendly and approachable person who works well on their own, or as part of a team.  

• Demonstrated recent experience in a similar role with a Managed Services Provider 
• Demonstrated experience supporting Windows 10, O365, Teams, AD, Exchange and Windows Servers   
• Experience with basic CISCO switching and routing troubleshooting 
• Experience working to various SLA's, creating, and managing tickets across multiple customers  
• Experience developing and maintaining a knowledge base within the ITSM tool  
• Excellent customer service skills and the desire to resolve issues effectively and efficiently 
• ITIL Certification preferred 
• Ability to obtain a police and working with children check 

If this sounds like you, or something you may be interested in, please apply now.