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January 25-27

Service Desk Analyst | Data #3

  • Full Time
  • Brisbane
  • Expiration date: July 20, 2024

We are looking for an experienced Service Desk Analyst to join our National Managed Service team to improve the support for our growing customer base.

The Role:

In this role you will:

  • Monitor phone queues, prioritise requests/incidents, and update records promptly
  • Resolve issues over the phone using remote tools and assign tasks accurately
  • Enhance customer satisfaction and contribute to the knowledge base
  • Assist with process adaptation, training, and knowledge sharing within the team
  • Adhere to performance indicators and drive continuous improvement initiatives

Experience:

This role requires at least 1 years’ experience working in a corporate environment as a Service Desk Analyst, as well as:

  • Experience in request logging tools
  • Proven track record in providing excellent customer service and technical support
  • Knowledge and experience in Active Directory, Citrix, Exchange, Windows O/S – 7/8/10, Office Suite 2013/16, Office 365
  • Excellent knowledge and experience in supporting hardware – Desktop, Printers and Peripherals
  • ITIL certification or have knowledge of ITIL
  • Reliability, efficiency, and the ability to learn processes and technologies quickly
  • Experience working in a managed service environment is desirable
  • Able to independently work autonomously
  • Relevant Tertiary or Diploma qualifications and industry certifications
  • Demonstrated experience in a Service Desk, Call Centre or related graduate program
  • An understanding of ITIL & Service Level Agreements
  • Experience with technologies:
    • Active Directory user/group/policy management
    • Windows 10/11 build and full management via Intune / SCCM
    • Fleet Management (laptops, mobiles, iPads, and desktops)
    • MAM / MDM deployment and operational management
    • M365 Operational management – Exchange, Endpoint, SharePoint, Teams, OneDrive, and Azure Active Directory
    • Service-Now or similar ITSM Ticket Logging systems

The Benefits:

Data #3 offers:

  • Income Protection
  • Community Service Leave
  • Novated Leasing
  • Flexible Working
  • Ongoing training and mentorship.

For our extensive list of benefits, head to our Careers page. 

About Data#3:

Listed in 1997, Data#3 is now an ASX200 listed company reporting revenues of $2.5 billion in the 2023 financial year. Headquartered in Brisbane with more than 1,400 employees, it has facilities across 12 locations in Australia and Fiji. Voted HRD’s Employer of Choice for the last 9 years and named one of Australia’s Best Workplaces in Technology by Great Place To Work® in 2024, Data#3’s culture is built on five core values; Honesty, Excellence, Agility, Respect, and Teamwork (HEART). These values are integral to the way Data#3 works internally and externally with our customers.

Diversity and Inclusion:

We recognise that building a diverse workforce doesn’t happen by chance; our diversity and inclusion program, Embrace, actively works to make Data#3 a welcoming place where everybody belongs. We are open to flexible and hybrid work arrangements and have supportive leave entitlements including a paid ‘wellness’ and ‘volunteer’ day, company funded Employee Assistance Program and access to our Family, Carer & Wellbeing hub, to name a few of our employee benefits.

Please note that Data#3 will request as part of the recruitment process, reference checks and verification of your right to work in Australia. You may also be required to undertake background checks and police checks for security clearance pertaining to specific job requirements.