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.
Role and responsibilities:
- 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
LHS 297508