Service Desk Analyst
Coates
full-time
Posted on:
Location Type: Hybrid
Location: Mascot • Australia
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Tech Stack
About the role
- Help to diagnose requests or incidents, and either resolving them or escalating them to appropriate teams
- Manage incidents, events and user accounts
- Diagnose, resolve and (if necessary) escalate IT enquiries and issues raised through inbound calls or electronic requests
- Work with appropriate product, system, application and technology, and process owners to resolve requests and incidents within agreed Service Level Agreements (SLA’s)
- Identify and escalate situations requiring urgent attention, providing a clear description of the incident and steps taken in an attempt to resolve the issue
- Communicate progress regularly to end-users
- Accurately records ticket notes and incident notes as appropriate and required; capture all actions taken by the team accurately within ticket notes
Requirements
- Previous experience providing infrastructure and applications service desk support
- Ability to work across a fast-paced business with a complex network
- Excellent customer service experience to determine the needs of the customer through questioning and active listening
- Technical knowledge supporting Microsoft Windows (10/11), MS Office Suite / 365, Windows Defender / IT hardware troubleshooting skills (desktops, laptops, printers, mobile devices and peripherals)/ Active Directory, Exchange, Citrix, Jira Service Desk, SCCM and Microsoft Intune.
Benefits
- Development and career progression pathways
- Flexible working options available—let’s discuss what works best for you
- Access to our employee discounts, benefits and wellbeing program
- Purchased additional leave program
- Novated leasing and salary sacrifice
- 12 weeks Paid Parental Leave in addition to government parental leave scheme
- Volunteering opportunities through the Coates Foundation
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT supportincident managementtroubleshootingMicrosoft WindowsMS Office SuiteActive DirectoryExchangeCitrixJira Service DeskSCCM
Soft skills
customer serviceactive listeningcommunicationproblem-solvingescalation managementtime managementattention to detailcollaborationadaptabilityorganizational skills