Service Desk Analyst

at Hudson
Location Melbourne, Australia
Date Posted March 7, 2020
Category Information Technology
Job Type Full-time
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Salary $85k p.a


Service Desk Analyst Hudson location Melbourne. Salary Up to $85k p.a.

Permanent role for a Global Organisation responsible for providing first and second level remote customer support, responding to intermediate issues. This includes desktop / laptop computers, applications, phones, hardware, and printers.

Responsible for application deployment including failed deployment troubleshooting, and intermediate account administration to address services such as VPN support and phone/voicemail system administration. Provide off hours support as required by the business and support small projects that are limited in scope.

Key responsibilities provides first and second Level Call Center Support. Responsible for answering calls in a professional, courteous, and helpful manner following standard procedures. Responds to intermediate issues appropriate to the technician’s level of experience and expertise. Provide application deployment through the use of company approved software distribution mechanisms. This may include failed deployment troubleshooting, light application packaging work or additional research based on end-user requests.

Retain ownership of request and incidents until resolution communicating status to customers and coordinating resolution with relevant support teams. Maintain up-to-date knowledge of business continuity and disaster recovery plans to ensure correct response in time of crisis. Perform intermediate account administration for all systems to address user including requests for services such as VPN support and phone/voicemail system administration.

Key skills required to be successful in this role 2+ years of related work experience required including customer service / call center experience with some technical knowledge of PC and notebook hardware/software, printers and network, including hands-on troubleshooting experience.

Communication and customer service skills. Problem determination and trouble-shooting skills. Ability to be flexible, work under pressure, prioritize and multitask.