Service Desk Analyst Smaart Recruitment location Melbourne. You will be a naturally engaging person with the ability to establish the foundations for successful business relationships will be second to none with a thirst for knowledge and a passion to succeed. This role works closely with the Service Desk Manager and greater IT team. What to expect the service desk position with our client is more than just a level 1 support role you will be part of the greater it team and responsible for some of the following managing customer day to day enquiries via phone and email channels, onboarding new clients, the investigation, monitoring, escalation and resolution of level 1 helpdesk enquiries, preparing and shipping of pre-configured equipment and software to new and existing customers, delivery of activities upholding their cloud managed service portfolio for hosted customers, prompt escalation to service desk manager and level 2 engineers for high-impact cases, adhering to kpi's and sla's, flexibility for extended hours support (will be compensated for out of hours calls). About you exceptional verbal and written communication, with demonstrated interpersonal/team-working skills, drive to deliver the highest quality service in every interaction, detail orientated approach to problem-solving, internal documentation and case logging, prioritising and time management skills, ability to turn around any situation to a positive experience, previous on-premise and remote experience, desire to continually learn and grow, technical aptitude - although you will be provided with ongoing training having some previous experience with cloud technology (aws ec2) and ssh & sep would be advantageous, have a vibrant imagination and analytical skills to visualise customer on-site problems is critical, previous technical study is highly regarded, fun - the team celebrates success at every turning point and you will celebrate with them. What's in it for you a unique opportunity to expand your technical career in a growing b2b saas company, permanent full-time position - monday to friday - core business hours 8 am-5 pm with some flexibility for on-call support (you will be compensated), awesome office space in richmond, salary base $55,000 + super, growth, personal development, and a nurturing leadership team, opportunities to travel and meet leading australian manufacturers, company-paid lunch every week, barista coffee, quarterly events, dinners, and drinks, work in a warm and welcoming environment that is supportive and know how to celebrate success.