IT Service Desk Analyst

About the role

This is an exciting opportunity for you to work in a collaborative and supportive environment while making meaningful impact by providing exceptional technical support to end-users. AUIT wants people who are looking for professional development opportunities to enhance skills and knowledge.

Responsibilities

• Provided Level 2-3 support in Full Managed Services type environments.
• Handled incoming calls, created, managed, followed-up and resolved support requests via ticket-based CRM with a high level of attention to detail whilst providing the customer with regular progress updates.
• Demonstrated experience administrating Microsoft Intune, 365 Windows Server Environments and Desktop products including Active Directory.
• Experience with troubleshooting Microsoft Office products including 365 and Intune.
• Excellent customer service skills and the ability to communicate with a wide range of stakeholders.
• Strong problem-solving skills and the ability to take responsibility for issues that arise.
• Comprehensive understanding of I.T. fundamentals including email and file sharing.
• Experience with hardware faults including printer issues and router issues.
• Strong attention to detail.

Requirements

• Minimum 2-year practical experience in Information Technology.
• Provided Level 2-3 support in Full Managed Services type environments.
• Handled incoming calls, created, managed, followed-up and resolved support requests via ticket-based CRM with a high level of attention to detail whilst providing the customer with regular progress updates.
• Demonstrated experience administrating Microsoft Intune, 365 Windows Server Environments and Desktop products including Active Directory.
• Experience with troubleshooting Microsoft Office products including 365 and Intune.
• Excellent customer service skills and the ability to communicate with a wide range of stakeholders.
• Strong problem-solving skills and the ability to take responsibility for issues that arise.
• Comprehensive understanding of I.T. fundamentals including email and file sharing.
• Experience with hardware faults including printer issues and router issues.
• Strong attention to detail.

Qualifications

• Hold a minimum of 2-year relevant experience, in an IT Service Desk or Technical role (preferably MSP specific).
• Live within the ACT region in Australia as you will be driving to and from customer locations from Hume, ACT.
• Hold a valid, Australian Drivers Licence to drive the AUIT cars and equipment to customer sites.
• Be able to successfully pass an Australian Police Check.
• Active Directory and/or AzureAD Experience.
• Windows file shares, permissions, security experience.
• Group Policy creation and Management experience.
• Intune Enrollment and Policy Management experience.
• Printer management experience.
• Office 365 Management experience.
• Domain/DNS Management experience.
• Network management (subnetting, L2/L3 switching/routing) (Desireable).
• VOIP/SIP Phone system administration experience.