Service Desk Analyst - Remote
Centorrino Technologies, Australia
Job Description
Welcome to Centorrino Technologies! We're not your average ICT provider - we value our people, brand, and customers. Our impressive track record includes being certified as a Great Place to Work for 2022 amp; 2023, ranking 23rd in Australia's Best Workplaces 2022, and winning 10 consecutive Australian Service Excellence Awards.
Our CEO, Adam Centorrino, is a multiple award-winning customer service executive. We prioritise providing the best customer experience while maintaining a great work culture that offers flexibility, growth and development opportunities, wellbeing benefits, and team bonding events.
We are seeking an IT Service Desk Analyst to provide technical support to our clients. As the IT Service Desk Analyst, you will be responsible for providing first-level support, troubleshooting, and resolving technical issues related to hardware, software, and network systems.
Requirements
Here's what you’ll be doing:
- Working across multiple teams to assist with leave coverage.
- Assist with existing teams with board management and identify areas where your assistance would be most beneficial during ticket fluctuation periods.
- Act as an escalation point for more junior team members within our service desk and field services teams for technical escalations.
- Creating, updating, and maintaining relevant client documentation in line with best practice standards and mentoring junior team members.
- Developing strong rapport with the end user during each engagement via email and phone while ensuring a timely resolution on their incident or request.
Here’s what you’ll bring:
- Experience as an IT Service Desk Analyst
- Excellent communication skills, both verbal and written, with the ability to explain technical issues in simple terms
- Strong customer service orientation and ability to work well under pressure
- Strong problem-solving skills, with the ability to prioritize and manage multiple tasks simultaneously
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Experience with IT service desk software and ticketing systems is ideal
- A broad range of experience maintaining environments, accounts, access permissions and troubleshooting issues.
- Have some exposure to the following and a keen willingness to work with the existing team to develop and learn in areas you are not confident:
- Networking fundamentals
- Employee lifecycle and access management
- Sharepoint and OneDrive management and troubleshooting
- Modern application deployment
- Printer fleet management
Considered favourably:
- Prior experience with ConnectWise
- Prior experience with PowerShell scripting
- Confidence implementing and updating GPOs
- Completion of Microsoft based certifications
- Completion of an ITIL certification
- Relevant tertiary qualification in the Information Technology or Computer Science field
Please note that all team members must have a valid state-based Working with Children Check (WWCC), Police check, and be authorised to work in Australia.
As a full-time member of our team, you will be working on shifts between the hours of 7am and 7pm. This role requires a dedicated individual who is willing to work flexible hours to ensure our customers receive the support they need when they need it.
Benefits
Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:
- We offer a wealth of training and development opportunities to help you enhance your skills and achieve your career goals, including a diverse range of courses, certifications, and personalised coaching.
- We care about your physical and mental wellbeing, which is why we offer wellbeing subsidies that provide discounts on gym, yoga, and Pilates memberships.
- We understand that technology is key to your success, which is why we give you the freedom to choose between a Mac or PC and offer cost-price tech discounts so you can stay up-to-date with the latest trends.
- We believe in working hard and playing hard, and foster team bonding through a variety of events that help you connect with your colleagues outside of work.
- We believe in your potential and offer a personalized career and learning plan tailored to your unique goals and aspirations, committed to supporting you in becoming the best version of yourself.
- We celebrate diversity and inclusivity, and prioritise health, wellbeing, and fun in our workplace culture.
When you join Centorrino Technologies, you know you are joining an organisation that is driven by our values and innovation. We are proud to be an equal