悉尼 IT 公司找Senior Service Desk Analyst。 必须有Service Desk Support 经验。熟悉Office365用户支持。需要Citizenship可以升请Secruity Clearance。
Job Summary: Currently seeking an experienced Senior Service Desk Analyst to join our busy team based in Sydney.
• Full Time, Permanent
• North Sydney based – hybrid working model
In this role you will:
• Monitor telephone queues & answer calls within stated guidelines
• Identify the urgency and impact of Requests / Incidents and adhere to set processes
• Take ownership of any Major Incident (MI) and provide timely updates to stakeholders
• Record and provide meaningful, relevant, timely and accurate updates in the Enterprise Toolset
• Provide escalation support for Service Desk Analysts through Queue Management, Knowledge Review, and Quality Assurance
• Provide resolution over the phone through investigation and diagnosis, using remote system management tools
• Assist the Service Desk team Leader in the adaptation of new, changed, and improved processes
• Participate in the transition of new client within the Data#3 portfolio
• Understand and adhere to set Key Performance Indicators
• Ensure that customer service levels are achieved or exceeded
• Actively pursue Continuous Improvement Initiatives to improve the overall performance of the Service Desk
• Participate in After Hours work on a rotating roster (7pm-7am)
What we are looking for:
• Relevant Tertiary or Diploma qualifications and industry certifications
• Ability to mentor and support Service Desk Analysts on a technical and process level
• Demonstrated experience in a Service Desk, Call Centre or related graduate program
• An understanding of ITIL & Service Level Agreements
• Experience with technologies:
o Active Directory user/group/policy management
o Windows 10/11 build and full management via Intune / SCCM
o Desktop Application deployment through GPO or Intune Policies
o Fleet Management (laptops, mobiles, iPads, and desktops)
o MAM / MDM deployment and operational management
o M365 Operational management – Exchange, Endpoint, SharePoint, Teams, OneDrive, and Azure Active Directory.
• Service-Now or similar ITSM Ticket Logging systems
• Hold a Current Australian Department of Defence security clearance or the ability to obtain a clearance.
• Desired examples of working experience (but not limited to):
o Document Library operations
o Microsoft PSTN (MS Teams calling and Conferencing)
o Conditional Access management
o Power Platforms
o Endpoint Management for policies, enrolment, and configurations
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