Centorrino Technologies

Service Desk Analyst

Centorrino Technologies

full-time

Posted on:

Origin:  • 🇦🇺 Australia

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Job Level

JuniorMid-Level

About the role

  • Supporting the Service Desk Manager and Service Desk team in day to day tasks.
  • Provide technical support to internal users via phone, email, or other communication channels.
  • Collaborating with your peers who reside in technical and client-facing teams to achieve successful outcomes for the customer.
  • Troubleshoot hardware and software issues and provide timely resolutions.
  • Ensure incidents are prioritised and resolved within agreed service levels.
  • Serving as an escalation and contact point for our customers, removing roadblocks, and addressing technical and non-technical queries in a prompt manner.
  • Building and maintaining relationships with our customers, predominantly remotely, through various engagements.
  • Communicate effectively with users to understand and resolve their technical issues.
  • Follow up with users to ensure their issues are resolved and provide updates on progress.
  • Reviewing, assessing and presenting monthly service delivery reporting, ensuring key SLAs and deliverables are met, or providing suggestions where improvements can be made.

Requirements

  • 2-3 years experience in a Service Desk Analyst or IT Support role is essential.
  • Experience in a managed services environment is desirable.
  • Understanding technical issues and jargon and able to translate this back to customers.
  • Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders.
  • Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines.
  • Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly.
  • Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment.
  • A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.