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Help Desk IT Support Analyst

Job Title: Help Desk IT Support Analyst
Contract Type: Permanent
Location: Sydney CBD, New South Wales
Industry:
Salary: Negotiable
Start Date: ASAP
Reference: 214004_1624084835
Contact Name: Richard Bissitt
Contact Email: richard.bissitt@peoplebank.com.au
Job Published: June 19, 2021 16:40

Job Description

  • CBD Based with Flexibility to work part remotely once established
  • L1 / L2 Support via Phone / face to face / email
  • working within a close knit team

IT Support

An IT Support Analyst Serving as the first point of contact providing L1 and L2 technical support & assistance over the phone, face to face or via email for internal employees and stakeholders of all levels.

Key Responsibilities

  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determining the best solution based on the issue and details provided by customers
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel - escalation
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information - also follow up with escalation team
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

Essential Experience

  • Previous experience supporting stakeholders of all levels including
  • senior team members \ executive
  • High confident manners and attitude
  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of Windows environment
  • beneficial if you have experience with : Mac, Citrix, SQL.
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Excellent verbal and written communication skills
  • Customer-oriented and cool-temperament

If interested in the role, please select APPLY or contact Richard.bissitt@peoplebank.com.au Quoting reference 214004