Service Desk Analyst
Vor 3 Tagen
Location: Canberra, Australian Capital Territory, AU, 2600Why is this an exciting opportunity?Atturra is one of Australia's fastest growing ASX-listed advisory and IT solutions companies.The Managed Services area of Atturra's business offers leading Hybrid IT, Private Cloud and Connectivity services, and the team have decades of experience in the industry. This experience coupled with our people, makes us one of the most complete and leading "as a service" providers in the market.With over 900 employees working across Australia, New Zealand, Singapore and Hong Kong, Atturra works on some of the highest profile projects in Australia. The depth, breadth and scope of our projects means you are continually developing your skillset and the value you can deliver. These are projects that are making a real difference in people's lives.Why you'll love working hereCulture of possibilityAt Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, continuous learning and smart work practices.A strong set of company valuesOur culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.Valuable employee benefitsEmployee benefits, recognition, and wellbeing platformCareer growth via succession planning, internal promotions, and mentorship opportunitiesOngoing investment in professional development through industry and technology certifications and study assistanceMental health support through our Employee Assistance ProgramSupport for family and caring responsibilities, including paid parental leaveEmployee referral program, with monetary incentives offeredWhat You'll Be DoingWe are looking for an enthusiastic and experienced Service Desk Analyst ready to advance their career. In this role, you will provide initial technical support to end-users and clients, and also have the opportunity to step into the role of a Desktop Engineer, assisting with face-to-face support at client sites on a regular schedule.You will be responsible for troubleshooting, resolving, and escalating IT-related issues across various systems, ensuring top-tier service and support. As the first point of contact for technical assistance, you will focus on timely issue resolution and delivering excellent customer service.Key Responsibilities:Respond promptly and professionally to service desk requests via phone, email, and ticketing systems.Diagnose, troubleshoot, and resolve Level 1 incidents and requests related to hardware, software, network, and other technical issues.Accurately document all user interactions, solutions, and outcomes within the ticketing system.Escalate complex issues to Level 2 or 3 teams in accordance with established protocols.Collaborate with team members and support vendors to resolve issues swiftly and effectively.Contribute to the knowledge base by documenting solutions and procedures for recurring issues.Assist with onboarding and offboarding processes, including user account setup, configuration, and access management.Provide on-site support as needed, either on an ad-hoc basis or as part of regular client engagements.Working Conditions:Location : Deakin, ACTEmployment Type : Permanent, Full-TimeClearance : Australian Citizen with Active NV1 Security ClearanceWhat Will Make You Successful in This Role:Technical Expertise : Strong knowledge of network, hardware, and software troubleshooting, with experience in remote support tools and ticketing systems (e.g., ServiceNow, Cherwell). Familiarity with Wi-Fi solutions is highly desirable.Customer Service : Ability to communicate effectively and empathetically with non-technical users.Analytical Thinking : Proven problem-solving skills and the ability to troubleshoot issues logically.Team Collaboration : A collaborative mindset and a willingness to work with colleagues to achieve shared goals.Education : Bachelor's degree in Information Technology, Computer Science, or a related field.Certifications : Vendor certifications (e.g., Microsoft Certified Fundamentals, CompTIA A+, ITIL Foundation) are highly desirable, reflecting a commitment to professional development and technical expertise.
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