Service Desk Analyst

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12-week daily-rate opportunity | Melbourne | 5 days onsite

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Hands on L1/L2 support in an amazing environment

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Customer-focused | National organisation | Large IT stack

• 12-week daily-rate opportunity | Melbourne | 5 days onsite
• Hands-on L1/L2 support across Microsoft, hardware, networking and remote services
• Customer-focused | National organisation | Large IT stack

If you're the kind of Service Desk Analyst who wants to solve the problem rather than simply log the ticket, this could be a great short-term opportunity.

You'll join a busy, large scale environment providing hands on Level 1 and Level 2 support to users across a broad range of technology. This is a BAU focused position where you'll troubleshoot, take ownership of incidents and requests, support users directly and keep things moving within agreed service levels.

It's a role for someone who enjoys variety, communicates well and can remain calm and organised when the queue gets busy.

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About the Role
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• Provide responsive L1 and L2 technical support through phone and ticketing channels.
• Diagnose and troubleshoot hardware, software and network issues, guiding users through solutions.
• Complete remote software installations and general administration including password resets, account creation and access management.
• Take ownership of service requests and incidents, managing them through to resolution or appropriate triage within agreed service levels.
• Work with vendors on escalations, research solutions and contribute to maintaining accurate knowledge base documentation.
• Advise, educate and support users while administering shared resources, software permissions, drives and accounts.

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About You
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• Strong hands on technical capability across Windows, remote desktop services, hardware, networking, telecommunications and internet troubleshooting.
• Working knowledge of Microsoft platforms, O365/cloud services, remote management and ticket management tools.
• Excellent communication, customer service, troubleshooting and problem solving skills with strong attention to detail.
• Comfortable handling competing priorities, difficult situations and conflict while maintaining your composure in a high pressure environment.
• Relevant tertiary IT qualifications or equivalent practical experience, ideally gained within a large or complex operating environment.
• ITIL v4 certification is desirable, and you'll need evidence of a police check completed within the required three-year timeframe.

If you enjoy taking ownership, helping people and getting technical issues properly resolved, I want to hear from you.