Service Desk Analyst

at Green Light PS Pty Ltd
Location Melbourne, Australia
Date Posted May 22, 2020
Category Information Technology
Job Type Full-time
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Service Desk Analyst Green Light PS Pty Ltd location Melbourne.

Green Light is on the lookout for an experienced Level 1-2 Service Desk Engineers to provide services with our Melbourne consulting team. We require people who have excellent communication skills and a passion for helping people with their IT related queries.

As a Service Desk Engineer, you will be providing support in Service Desk, Network Monitoring and Management, Server Management, Desktop Management and Infrastructure upgrade projects. You will be self-motivated and keen learner who has fantastic interpersonal skills to maintain the excellent customer service levels provided onsite to the business. Must have demonstrated experience working unsupervised on customer sites. This is a work from home opportunity so you will need to have strong bandwidth at home. All required devices will be provided by Green Light.

Responsibilities supporting all users onsite and remotely.

First point of contact onsite for any I.T related issues i.e. desktop and peripherals, Windows 10, AD, network devices, printers, I.P telephone issues or faults. Investigate and diagnose, escalate and dispatch the fault through to the appropriate fixer group for problem resolution as per escalation matrix with all technical data via tools like ITSM, Service Now.

Build and strengthen working relationship with relevant network escalation groups to assist in effective resolution of customer faults. Assisting with Customer Device and Application Configuration. Working with customers/employees to identify problems and advising on the solution.

Requirements demonstrated experience in I.T Service Desk (Helpdesk or similar). Strong working knowledge of Microsoft applications – Active Directory, Exchange, Office Understanding of networking principles and experience troubleshooting connectivity issues. Experience with troubleshooting mobile devices, including Windows, iPhones and others.

Demonstrated highly developed analytical, problem-solving and organisational skills. Demonstrated ability to troubleshoot and implement creative solutions. Excellent telephone, client service, interpersonal and communication skills. Understanding of technical concepts and willingness to work in a dynamic and high-volume work environment. Understanding of ITIL process or previous experience in ITIL environment is highly advantageous.