Service Desk Analyst
Online Education Services, Australia
Job Description
The Opportunity
The Service Desk Analyst is responsible for first line customer IT support to all internal users, both local and remote. The role will provide exceptional customer service both face to face and remotely with regards to support of IT incidents and requests.
The role will require accurate recording of actions taken on IT incidents and requests in line with ITIL standards using the OES ticket management system to ensure that requests are prioritised and completed within agreed timeframes.
The role requires providing support on a variety of computer hardware and software platforms. The Service Desk Analyst will identify, research, and resolve these issues or escalate as required within the IT Team.
About You
To be successful in this role, you will have the following skills amp; experience:
- Minimum 1 years’ experience in delivering a high level of customer service within an IT desktop support role.
- Hands on knowledge and experience installing, maintaining and repairing a variety of hardware platforms including desktops, laptops, printers, iPads, iPhones and other peripherals in a corporate environment.
- Demonstrated understanding and experience installing and supporting Microsoft Office 365 suite of applications and Operating Systems Windows 10 amp; MacOS in a corporate environment.
- Sound understanding of the TCP/IP networking stack.
- Excellent written and verbal communication skills with the ability to effectively communicate to a non-technical audience.
- Demonstrated ability to work effectively within a team environment and under time pressure.
- Proven documentation skills, along with sound analytical and problem-solving skills.
- Industry recognised IT certifications or qualifications will be highly regarded, as will an understanding of ITIL principals.
Further skills which would be advantageous:
- SharePoint Online support and/or administration
- Knowledge of Windows services (DHCP/DNS)
- Basic understanding of advanced Networking concepts like VLAN’s, subnetting etc.
- Experience in maintaining Standard Operation Environments (SOEs) and InTune
About OES
Online Education Services (OES) is a leader in online education, helping universities elevate student experiences in a digital era. With a proven collaboration process with universities, we have cultivated several transformative and long-lasting partnerships.
Our dynamic global team shares a vision to transform the student experience through innovation and collaboration. OES people are leaders in their respective fields, ensuring best practice strategic thinking is delivered in every element of our partnerships.
When you work at OES, you’re empowered to impact.
What's in it for YOU?
Along with joining a passionate, energetic and highly skilled team, this role will allow you to gain exposure to many growth and development opportunities. OES offers a hybrid, flexible approach to work, where we work 2-3 days from our state-of-the-art Cremorne office, and the rest from home (or wherever you choose!). Breakfast, snacks, table tennis, Nintendo Switch are all available in the office, as well as an in-house massage therapist and weekly staff drinks. Ultimately, you will be joining a values-driven, collaborative business where your creativity and innovation will be nurtured and celebrated.
At OES, we are committed to creating an inclusive and diverse environment, where we encourage candidates of any nationality, age, background, disability, and gender identity to apply. If you feel aligned to the role and would like to further explore your suitability, we welcome your application and would love to consider your fit for the role at OES.
If this role is of interest, please apply now with your updated CV.