Service Desk Analyst Level 2

• Platinum Clients!
• Projects orientated role!
• Fast paced and diverse!
  
  

This client is an award winning Managed Service Provider with a varied and high profile client base. Due to rapid expansion we are seeking an outstanding individual to undertake the role of Service Desk Analyst (Level 2).The environment is fast-paced, and is a rare opportunity for you to make a genuine impact in a company that focuses on a culture that embraces creativity, fosters innovation and offers real career progression. This will be your chance to demonstrate delivering results for customers and building strong customer relationships. You will be collaborative, team orientated as well as being able to work autonomously.

Reporting to Service Desk Manager your responsibilities will include but not limited to:

• Deliver with impact, fast reaction results and remote support to customers across Australia.
• Be a proactive trouble-shooter and provide strategic solutions to a variety of technical issues including desktop support, telephony, local area networking and peripherals.

• Build and maintain strong customer relationships while providing onsite support for a range of clients covering physical networking, hardware and peripherals.
• Be able to answer queries accurately and quickly, with a natural ability to predict the customer needs and requirements.

• Deliver excellent customer service when participating in designated full days of onsite work at premium customer sites.
• Manage customer expectations by providing clear communication to clients, team members and other stakeholders on the progress and resolution of work.
• Provide technical support to major Australian projects, with a particular focus on SEQ sites and work.
• Record all work in compliance with company policy
• Evaluate and modernise documentation, including user guides and internal knowledgebase.

  Demonstrated Key Competencies:

• A high skill level of Windows and Mac desktop support, and an understanding of core networking principles and technologies;
• Prior Level 1 and Level 2 IT support experience – preferably in a professional services environment;
• Experience with Autotask (or another ITIL-compliant ticketing system);
• Excellent customer service skills, with experience working in a high-demand environment.
• Ability  to prioritise  and multitask
• The ability to provide excellent customer service and provide clear verbal and written communication skills.
• Technical and solutions focused with demonstrated attention to detail.
• Excellent time management skills.
• Quickly learner
• Desire  to up skill on different types of technologies;
• An ability to work autonomously
• A current driver’s licence.
• Certifications in Microsoft product support and ITIL frameworks are preferred not essential.
  
  

For further details contact Rosa on 03 9347 7780 or email your resume to rosa@micalerecruitment.com