IT Service Desk Analyst Empire Group location Melbourne, CBD & Inner Suburbs. We are currently looking to recruit a permanent IT Service Desk Analyst for a premier Australian commercial law firm – Based out of their Melbourne office. The role our client is looking for an experienced it service desk analyst to cover their afternoon shift (mon – fri 2pm – 10pm) to ensure IT is supported on a national scale. The Service Desk Analyst has an important role in maintaining the smooth operation of the Helpdesk service and in working with the Technology team to consistently deliver a high standard of service to all users in Melbourne and Sydney. Responsibilities first point of contact for all it user related incidents and requests, resolve user requests in a timely, courteous manner over the telephone, via email and/or in person, troubleshooting all software & hardware problems individually and with the wider it team, setting up, configuring and relocating it equipment, logging service calls with external service providers, setting up teleconferencing and video conferencing meetings including liaising with presenters and troubleshooting issues, timely distribution and escalation of calls to other members of the it department as necessary and monitoring the status of calls. Skills required excellent working knowledge of microsoft windows 10 and microsoft office 2016 and 365 (word, excel, powerpoint, outlook, teams, sharepoint, planner) and dm, general understanding of pc based technologies, networking and applications, desktop troubleshooting skills, ability to setup and troubleshoot videoconferencing and teleconferencing equipment.