Your new company
Education institute based near Geelong.

Your new role
As a Service Desk Analyst, you will work in a short-term 5 weeks contract role.

• Provide first level support to users of IT systems that may be lodged by telephone, email or directly by staff at various sites.
• Keep requests updated in the Service Desk Portal.
• Ensure ServiceDesk provides a high level of customer service at all times.
• Field telephone, email and walk-in requests in a courteous, calm and professional manner.
• Record calls for assistance and actions taken into ServiceDesk software.
• Resolve technical issues at the first point of call where possible within time constraints.
• Escalate calls not able to be resolved to appropriate technical staff.
• Follow calls through to ensure calls escalated to other staff are completed.
• Apply diagnostic procedures and tools to resolve problems.
• Resolve issues of a non-technical nature such as password resets & supply of consumables.
• Monitor assigned ServiceDesk calls and respond with agreed timeframes.
• Supporting Windows 10, Microsoft 365 Exchange/Teams, AD and Azure directory.
• Imaging, deploying, and troubleshooting desktop and laptop hardware and associated peripherals.
• Work with the L1 team to smoothly onboard and terminate users.
  
  What you'll need to succeed
• Recent experience working in an ICT Service Desk Officer role or similar.
• Minimum two years’ experience working in an ICT Service Desk.
• Familiarity with ITIL based Service Desk processes
• Demonstrated experience working with current laptop, tablet, mobile, and desktop hardware and software.
• Tertiary qualifications in Information Technology or similar field.
• Demonstrated experience working with Windows 10 / 11, Office 365, Azure AD.
• Proven hardware troubleshooting / diagnostics and break fix.
• Experience with supporting Mobile Phones.
• Excellent communication skills, both written and verbal.

What you'll get in return

• 5 weeks short-term contract
• $40-$45 an hour + Super
• All visas welcome. Must have full working rights
  
  

What you need to do now
If you're interested in this role, forward an up-to-date copy of your CV to Vishal at Vishal.Sachdeva@hays.com.au