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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 |
