обновлено 2 часа назад
Senior Service Desk Analyst (M365)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Service Desk Analyst (M365): Providing first-level technical support to end-users and clients across hardware, software, network, and account-access issues with an accent on timely troubleshooting, accurate ticket documentation, and customer service. Focus on resolving and escalating incidents, supporting onboarding and offboarding, and delivering regular on-site assistance at client locations.
Location: Mitchell, Australian Capital Territory, with work at other client sites as directed
Company
is an ASX-listed Australian advisory and IT solutions company providing managed services, private cloud, connectivity, and hybrid IT solutions across Australia, New Zealand, Singapore, Hong Kong, and the USA.
What you will do
- Respond to service desk requests by phone, email, and ticketing systems.
- Diagnose and resolve Level 1 hardware, software, network, and other IT incidents.
- Document user interactions, solutions, and outcomes in the ticketing system.
- Escalate complex issues to Level 2 or Level 3 teams and collaborate with vendors.
- Maintain the knowledge base by documenting recurring solutions and procedures.
- Support onboarding and offboarding, account setup, access management, and on-site client support.
Requirements
- Experience providing service desk or technical support and troubleshooting network, hardware, and software issues.
- Experience with remote support tools and ticketing systems such as ServiceNow or Cherwell.
- Knowledge of Windows operating systems and M365 is highly desirable.
- Strong communication, customer service, analytical problem-solving, and collaboration skills.
- Australian citizenship is required; the ability to acquire an NV1 security clearance is advantageous.
Nice to have
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Microsoft Certified Fundamentals, CompTIA A+, or ITIL Foundation certification.
- Exposure to AirWatch, Intune, Entra, Apple device management, Active Directory, and Microsoft mailbox management.
Culture & Benefits
- Permanent, full-time employment with career growth through succession planning and internal mobility.
- Mentorship and ongoing professional development through industry certifications.
- Employee recognition and wellbeing platform with Employee Assistance Program support.
- Paid parental leave and support for family and caring responsibilities.
- Employee referral program with monetary incentives.
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