Service Desk Analyst

The Service Desk Analyst will play a crucial role in providing technical support and assistance to endusers within the organisation. Responsibilities include managing technical issues troubleshooting software and hardware problems and ensuring the efficient operation of IT systems. This position requires a strong blend of technical expertise problemsolving skills and customer service orientation.

What you will be doing:

• Providing Level 12 technical support to endusers via phone email chat or inperson
• Diagnosing and resolving complex issues related to software hardware network connectivity and IT systems
• Escalating unresolved issues to appropriate teams or Level 3 support for further investigation and resolution.
• Logging and tracking incidents using the IT service management system ensuring accurate documentation of all support interactions
• Prioritising and managing the resolution of incidents based on severity and impact meeting defined service level agreements (SLAs)
• Analysing recurring technical issues and trends to identify underlying problems and recommend permanent solutions.
• Developing and maintaining userfriendly documentation knowledge base articles and FAQs to empower endusers to resolve common issues independently
• Assisting in the management of IT assets and configurations including software licences hardware inventory and configuration baselines
• Proactively identify opportunities to improve service delivery processes tools and workflows.

Qualifications :

• Bachelors degree in computer science information technology or a related field (or equivalent experience)
• Minimum 23 years in a technical support role preferably in a service desk environment
• Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms.
• Familiarity with the ITIL framework and handson experience with IT service management tools (e.g. ServiceNow Jira Service Management). As an Atlassianbased organisation proficiency in Jira is particularly valuable.
• Excellent communication and customer service skills with the ability to explain technical concepts to nontechnical users.
• Ability to work independently and as part of a team
• Customerfocused attitude with a commitment to providing highquality support and service.
• Certifications like CompTIA A Google IT Support Professional Certificate or Google Workspace Administrator or ITIL Foundation are highly advantageous.

Additional Information :

Youll be joining a highly motivated agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hypergrowth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a fulltime workfromhome role.
• Access to coworking spaces in Sydney Melbourne Brisbane and select regional cities.
• Mental health support through our wellbeing platform Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhance your home office with our work from home equipment allowance benefit.
• Being part of one of the fastestgrowing industries in Australia improving the lives of hundreds of thousands of patients.

We are committed to facilitating a barrierfree recruitment process and work environment. If you require any accommodations we welcome you to let us know so we can work with you to participate fully in our recruitment experience.

Remote Work :

No

Employment Type :

Fulltime