IT Support Analyst

Job title : IT Support Analyst
Location : Melbourne
Job type : Permanent or Full Time
Job reference : 1260073
About the Client: 
My client is a market leading Automotive Sector Group with established and developing businesses across accident replacement vehicles, financial services and subscription growth car ownership across Australia and New Zealand. They are face paced and dynamic with an aggressive growth agenda across several vertical and horizontal businesses

Reporting to the Head of IT, you will be the primary point of contact for end-user technical support via ticketing system, phone, and email.
The IT Support Analyst is responsible for assessing and resolving both hardware and software related issues whilst providing exceptional customer service experience. This role requires an individual who is technically proficient, dynamic, innovative, committed, and can effectively communicate to both members of the internal team as well as non-technical end-users.


• Ownership of the Helpdesk tickets (FreshService HelpDesk)
• Onsite and remote end-user support via email, phone, tickets of L1-L2 desktop, applications support incidents, request support tickets based on KPI and SLAs
• Application maintenance, testing, deployment, account creations
• Administer, daily checks, sites uptime monitoring, responding to system alerts.
• Administer Office365, AD Account creations,
• Hardware setup, maintenance, installation, upgrading (PC/Laptop)
• Network printer troubleshooting and support
• Supporting web conferencing services i.e., MS Teams, Zoom, WebEx
• Branch visit, onsite support where required
• Performing IT related support project and activities as directed

Skills / Experience:

• Previous experience in supporting L1/2 applications including SaaS,
• Demonstrated Windows Server troubleshooting experience IIS, SQL
• Experience with PowerShell or similar scripting languages
• Microsoft Desktop OS, Server OS 2016/2019, Office365 Suite
• Microsoft Office 365, Teams Calling, SharePoint, ExchangeOnline, OneDrive, Intune MDM
• Understanding of networking and system administration.
• Strong customer service skills, with a view of ‘being there to help’
• Must be reliable, punctual, and well-presented with excellent phone skills.
• Exposure to Azure or AWS would be advantageous.
• Degree qualified in IT, relevant industry certifications and experience
• 3+ years’ Desktop, Application Support experience
• Previous experience in Automotive, Fleet management would be a bonus