Our client requires the assistance of an experienced Service Desk/Desktop Analyst to provide 1st/2nd level support to internal users. You will become part of a dedicated IT support team with a great culture. Whilst this role is offered on an initial 3 month contract, the role may become a long term opportunity for the right candidate. Key responsibilities will include: Answering incoming requests/incidents in a timely manner via phone, email and video conferencing. Delivering exceptional levels of customer services to a diverse client base Recording, tracking and documenting progress of all calls Prioritising and scheduling the resolution of incidents and fulfilment of service requests, escalating (when required)
to the appropriate escalation point. User account administration tasks including creations and decommissions. End-user troubleshooting of all software, hardware, telephony and network related issues. Creating, reviewing and updating documentation in support of day to day Service Desk operations. Following team and organisational processes and procedures. Adhering to strict security requirements associated with classified systems. Providing 1st and 2nd line IT support to our client's internal users within their head office and at remote locations across Australia Provide installation/configuration, operation, and maintenance to Windows based IT systems, hardware and software across a range of our clients Resolving issues across hardware and software applications Monitoring logged calls to ensure top customer service Configuring, troubleshooting and installing both hardware and software according to business requirements and requests Manage day to day administration & operations of systems including desktop, laptop PC's, printers, network equipment & associated servers We are looking for experienced Service Desk Specialists with at least 1-2 years' service desk experience and can demonstrate the following skills: Experience within an ICT Service Desk environment including liaising with VIP clients using a variety of technologies and support tools, including Active Directory and Microsoft Exchange. Ability to quickly learn new technologies and environments. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning. Ability to achieve results whether working autonomously or supervised with a strong attention to detail. Ability to adhere to strict processes and security protocols Demonstrable understanding of ITIL principles and processes. Knowledge of Windows 10, Office 365, Active Directory and VMWare are essential. Knowledge of LAN/WAN, VPN and Satellite NBN connections is considered advantageous. To find out more, please "Apply for this job" or contact Keith Dixon on (07) 3221 3333. keith.dixontalentinternational.com https://www.linkedin.com/in/keithadixon/
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