Service Desk Analyst L 3/ Client focus

• Professional development opportunities!
• Portfolio of established VIP clients
• Working from home options!

ABOUT THE CLIENT

This company is a wholly Australian owned, award winning MSP with offices across Australia and New Zealand servicing a range of industries. It is committed to building an inclusive culture of belonging that embraces diversity of all individuals and has created a work culture where everyone feels empowered to bring their full authentic selves to work.

POSITION SUMMARY

This role is suited to an experienced level 3 technician looking to move to a more client focused role.

This role combines Level 3 skills in problem solving, customer service, pre-sales consulting and account management. It's a perfect role for anyone looking for variety, a new challenge and the chance to build strong relationships. You will work together with the project team, service desk and infrastructure team in delivering efficient services to a specified group of clients. Reporting to the General Manager, the role will be integral in developing and maintain strong customer relationships with existing clients and assisting them in achieving the best from their IT services.

KEY RESPONSIBILITIES:

• Technical guidance to key customers based upon your deep understanding of their solution and project objectives.
• Ability to deliver support for complex or high priority technical incidents for key customers.
• Manage a personal portfolio of customers developing a trusted advisor relationship with key stakeholders
• Provide solutions, guidance and instructions to the Service Desk Team and Project Team both in person and remotely
• Engage in proactive troubleshooting and providing strategic solutions to a variety of technical, escalated issues.
• Communicate and report clearly on the progress of monthly/quarterly initiatives to internal and external stakeholders
• Identify opportunities for additional customer engagement with project work

DEMONSTRATED SKILLS/ COMPETENCIES/ QUALIFICATIONS

• Minimum 5 years’ experience in a technical role
• Demonstrated exposure to public cloud
• Solid understanding of networking technologies (e.g. SD-WAN, DNS, VPNs)
• Experience in delivering client-facing solutions
• Ability to manage multiple projects and relationships simultaneously
• Experience working within a fast-paced environment – MSP experience valued
• Strong written and verbal communication skills
• Ability to work independently and collaboratively
• Energetic with a positive “can do” attitude.

IDEAL CANDIDATE

The ideal candidate needs to be solution oriented, process driven, fast learner, strong communicator and passionate about technology!

For a confidential discussion please call Rosa on 03 9347 7780 or email your resume to rosa@micalerecruitment.com