Desktop Support Analyst
Desktop Support Analyst
Posted on :
06-01-2025
Employer Active
1 Vacancy
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Jobs by Experience
4-5years
Monthly Salary
43000 - 92000
Vacancy
1 Vacancy
Posted on :
06-01-2025
Job Description
Data#3 s vision is to harness the power of people and technology for a better future. These core values define the expected behaviours of our people which in turn shape the culture of our business.
Key Responsibilities
Key Responsibilities
Resolve more complex technical issues escalated by team
Resolve customer problems and queries in an effective and timely manner
Effectively use the existing escalation process as required
Regularly update customers on progress during problem resolution
Contribute to team problem resolution processes and actively share knowledge
Enhance customer satisfaction through provision of a quality support service
Adhere to contracted SLA
Provide meaningful relevant timely and accurate updates in the ITSM toolset
Project a positive & professional image when representing Data#3
Contribute to the development of customer service delivery improvements processes procedures and documentation
Contribute to team strategy
Additional Responsibilities
a. Uphold and adhere to Data#3s core values guidelines policies and procedures
b. Represent Data#3 in a professional manner and provide excellent customer service to our internal and external customers
c. You are required to perform your duties safely without risk to your own health and safety or the health and safety of others
d. You are required to be flexible to work in additional roles or capacities or take on additional or varied duties as may be assigned to you that you are skilled and capable of performing. Data#3 may alter your position position description position title location and responsibilities in accordance with changing business needs and priorities
As part of your position in addition to (c) above you:
may be required to perform your duties offsite including at customer vendor/partner and supplier sites which require as a condition of entry you to hold a National Police Certificate;
may be responsible for accessing internal and third party computer systems containing highly sensitive confidential corporate and personal information;
may be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity.
Accordingly the satisfactory completion of a National Police Certificate is an inherent requirement of your position.
Requirements
Key Experience Skills & Abilities
Experience
A minimum of 4 years experience in a Desktop Analyst or related role with proven troubleshooting skills in a desktop support role
Experience working with SLAs
Strong verbal & written communication skills
Ability to deal with busy highpressured situations
Highly developed customer service skills
Developed documentation skills for procedure updates and report creation
Effective time & problem management skills
Proven ability to work within deadlines with minimum supervision
Active Directory user/group/policy management
Windows 10/11 build and full management via Intune / MECM
Desktop Application packaging and deployment through MECM or Intune Policies
Fleet Management (laptops mobiles iPads and desktops)
MAM / MDM deployment and operational management
M365 Operational management Exchange Endpoint SharePoint Teams OneDrive and Azure Active Directory.
Examples and not limited to:
Document Library operations
Microsoft PSTN (MS Teams calling and Conferencing)
Conditional Access management
Power Platforms
Endpoint Management for policies enrolment and configurations
Skills
Effective oral and written communication skills to ensure clear and accurate communication with end users and
management
Demonstrated skills in developing relationships with customers suppliers and industry leaders
Effective negotiation and problem resolution skills to achieve win/win situation
Ability
Ability to contribute to the overall goals of the organization
Integrity in dealing with personnel customer and supplier issues
Key Qualifications Certifications & Training
Qualifications
Relevant Tertiary or Diploma qualifications and industry certifications are desirable
ITIL Foundation V3 or V4 highly desirable
Microsoft Certifications highly desirable for
o M365 Certifications
o Modern Desktop Administrator
Benefits
WHAT WE OFFER:
Great Place to WorkCertified Company
Premium HMO
Holistic employee experience
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
A minimum of 4 years experience in a Desktop Analyst or related role with proven troubleshooting skills in a desktop support role Experience working with SLA's Strong verbal & written communication skills Ability to deal with busy, high-pressured situations Highly developed customer service skills Developed documentation skills for procedure updates and report creation Effective time & problem management skills Proven ability to work within deadlines with minimum supervision Active Directory user/group/policy management Windows 10/11 build and full management via Intune / MECM Desktop Application packaging and deployment through MECM or Intune Policies Fleet Management (laptops, mobiles, iPads, and desktops) MAM / MDM deployment and operational management M365 Operational management Exchange, Endpoint, SharePoint, Teams, OneDrive, and Azure Active Directory. Examples and not limited to: Document Library operations Microsoft PSTN (MS Teams calling and Conferencing) Conditional Access management Power Platforms Endpoint Management for policies, enrolment, and configurations Skills Effective oral and written communication skills to ensure clear and accurate communication with end users and management Demonstrated skills in developing relationships with customers, suppliers, and industry leaders Effective negotiation and problem resolution skills to achieve win/win situation Ability Ability to contribute to the overall goals of the organization Integrity in dealing with personnel, customer, and supplier issues Key Qualifications, Certifications & Training Qualifications Relevant Tertiary or Diploma qualifications and industry certifications are desirable ITIL Foundation V3 or V4 highly desirable Microsoft Certifications highly desirable for o M365 Certifications o Modern Desktop Administrator
Employment Type
Full Time
Key Skills
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