As the Service Desk Analyst, you will work as part of a growing team as the first point of contact for IT related issues for clients and staff. You will coordinate and escalate Incidents and Requests within established timelines and continuously improve the efficiency and excellence of Service Delivery.

You will be a user focused professional with a passion for technology and problem solving. This role is a permanent role located in Richmond area. 
 
About the role:

• Maintain required availability to answer inbound calls from client users.
• Provide support to users and solve non-complex problems.
• Answer calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalations. 
• Assist and provide instruction on the basics of back-up and recovery of user disk files.
• Install, configure and provide instruction on basics of using common office software tools.
• Assist with VPN and Remote Access connections and troubleshooting.
• Monitoring and maintaining computer systems and networks.
• Manage ticket requests and responding in a timely manner to service issues and requests to support SLA targets.

About you:

• At least 6 months in a similar role is essential.
• Hands-on experience troubleshooting support issues.
• Experience with Windows 10, mac, Remote Desktop.
• Experience supporting and setting up Desktop / Laptop Hardware.
• Ability to provide and Improve employee training and documentation.
• Strong oral, listening and written communication skills with the ability to communicate effectively over the phone.
• Effectively interpret customer phone requests and respond promptly and appropriately.

How to Apply
Please apply via the link below. For further information please contact Anita Schmidt at aschmidt@sharpandcarter.com.au