We are working with one of Sydney's key educational providers in finding them an additional resource to provide technical support to members within the organisation. They are currently looking for a Support Analyst for an initial 6 month contract. In this role, you would be involved in providing IT Support through a variety of ICT resources (i.e. computer labs, teaching spaces, audio visual, office based technology, printers etc.) through a variety of channels including telephone, remote desktop, chat support and face-to-face resolving as many incidents and requests at first point of contact as possible.
About the role:
You will be involved in:
- Service Support - servicing up to level 2 and act as the routine point of contact onsite. Providing technical advice and guidance on matters bearing on the successful use of products and services.
- Service Desk and Incident Management - Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate.
- IT Operations - deliver face to face IT support and responding to a diverse range of stakeholders and demands.
- Provide a first-class tier 1 and tier 2 IT support service in the context of a large and complex organisation through a variety of support mechanisms (i.e. phone, remote access, face to face etc.) ensuring that customers feel valued and receive efficient and effective support
The ideal candidate:
To be successful, you would have the following:
- Demonstrated high level proficiency in using common desktop PC software tools and Web-based applications.
- A sound understanding of IT Service Management processes (eg, incident, request, problem and change management as defined under the ITIL framework).
- Demonstrated ability in solving problems in a systematic way, including liaising with colleagues and interpreting when to escalate individual and systemic problems for resolution within appropriate timeframes.
If you are seeking the next step in your career, please APPLY NOW.
For any further questions or information, please contact Lizbeth Delos Reyes and quote job #262297
Diversity and inclusion are strongly supported at Peoplebank. People of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples, are encouraged to apply.
