Senior Service Desk Analyst Full Time - Sydney

yesnmarry

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