Main characteristics
- Location
- Newcastle, New South Wales
- Company
- Emanate technology
- Salary
- $35 - $49.99 per hour
- Employment type
- Full time
- Category
- Information & Communication Technology
Job summary
Service Desk Analysts provide level 1 IT help desk support to users of the Departments Information and Communications Technology (ICT). Service Desk Analysts respond to user enquiries, assess problems and issues with the Departments ICT hardware and software and help to resolve these issues for end users, providing an excellent customer experience.BenefitsThe opportunity to gain valuable experience and work on a diverse range of technologies and environmentsExtensive training in manage services tools and technologiesSignificant earning potential, with competitive rateTraining, mentoring & full support, plus Certifications
ResponsibilitiesPerforming troubleshooting and issue resolution for internal and external usersAnswering phone calls and responding to support requestsPerforming regular maintenance and upkeep tasks on client equipmentProcessing quotes and orders, and consulting with third part suppliersCollaborating with the team to deliver high quality, robust and scalable infrastructure solutions; andAcquire knowledge and obtain certification in Windows server technologies, Cisco/Sophos Networking solutions and Cloud technologies, specifically Office 365 and AWS.
To be successful in this role, you will have:Previous experience in a client-driven role, ideally within a call centre environmentAn interest or experience with technology, particularly in a Microsoft environment.Excellent verbal communication skillsAdvanced Customer Service ability.Knowledge of call logging, escalation, and follow-up procedures.Self-motivation and ability in punctuality, time management, presentation, and administrationCritical thinking skillsIT Qualifications/ certifications (desirable)Baseline clearance or aboveWe are running Australian National police checks
We are people centric. This means we care about our people (and their families and communities) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best this could be working hours, location, or a flexible approach to their working day.