IT Support Officer Sharp and Carter Digital and Technology location Melbourne.

As the Service Desk Analyst, you will work as part of a small but growing team as the first point of contact for IT related issues for clients and staff. You will coordinate and escalate Incidents and Requests within established timelines and continuously improve the efficiency and excellence of Service Delivery. You will be a user focused professional with a passion for technology and problem solving. This role is a permanent role located in the Melbourne CBD.

About the role maintain required availability to answer inbound calls from client users. Provide 1st level support to users and solve non-complex problems. Answer calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalations.  Assist and provide instruction on the basics of back-up and recovery of user disk files.

Install, configure and provide instruction on basics of using common office software tools. Assist with VPN and Remote Access connections and troubleshooting. Monitoring and maintaining computer systems and networks. Manage ticket requests and responding in a timely manner to service issues and requests to support SLA targets.

About you at least 1 year in a similar role is essential. Hands-on experience troubleshooting support issues. Experience with Office 365 Admin, Sharepoint, Windows 10, Remote Desktop (essential). Experience supporting and setting up Desktop / Laptop Hardware. Audio Visual experience is desirable.

Ability to provide and Improve employee training and documentation. Strong oral, listening and written communication skills with the ability to communicate effectively over the phone. Effectively interpret customer phone requests and respond promptly and appropriately.