Helpdesk Analyst

Job Title: Helpdesk Analyst
Contract Type: Contract
Location: Macquarie Park, New South Wales
Salary: Negotiable
Reference: 174575_1529300491
Contact Name: Aine Grimes
Contact Email:
Job Published: June 18, 2018 15:41

Job Description

My client, a Managed Services organisation is seeking a Service Desk Engineer to join their Service Desk team to provide support services to their growing client base.

You will need to have a proactive approach to problem solving and 6-12 months experience working in a similar role. Technically you will be supporting a diverse client base, mostly across Microsoft technologies but more importantly you will have excellent customer service skills.


  • Provide first point of contact for all new and existing ICT support issues
  • Ability to provide 1st level support in a professional and timely manner
  • Record incidents and service request submitted by phone or in electronic form
  • Provide first line investigations and diagnosis, document findings and maintain work log
  • Resolve incidents / service requests resolvable by the service desk
  • Demonstrated knowledge of technology across a wide range of hardware, software and mobile platforms
  • Prioritising of incidents, problems and changes resolution
  • Troubleshooting and diagnosing technical issues
  • Accurate problem resolution with thorough and clear documentation
  • Keep users and stakeholders informed of progress
  • Maintaining all case/issue history within our helpdesk ticketing system.
  • Remote desktop support (using remote desktop software)
  • Mobile phone configuration provisioning and configurations
  • Restart Servers and services
  • Software and patch installation
  • Monitor Backup and perform reruns and restores as requested

Highly desirable skills are:

  • Experience in a Helpdesk or Service Desk Analyst role
  • Excellent customer service and interpersonal skills with outstanding communication skills.
  • Working knowledge of Windows Desktop and MS Office technologies
  • Remote Management tools and access
  • ITIL based call logging systems
  • Troubleshooting skills for Network (TCP/IP)
  • Ability to take ownership of problems
  • Previous experience working for an IT Managed Service Provider or Consultancy ideal

If you feel you meet this criteria, please apply immediately, job reference #185058