As a Service Desk Analyst at Elevate, you will provide professional L1 and L2 services to our client’s internal teams based out of Australia or remotely on client sites or from home. You will be expected to deliver very high level of customer service as well as technical expertise in order to ensure that all requests are met in a timely and friendly manner.
You might be the right person if you:
Are passionate about technology and resolving customer issues
Have strong administrative skills and willing to work in a 24/7 environment
Want to work directly with the technology team of a visionary Australian Law Firm
Are eager to work in a fast-paced dynamic environment for a quickly growing company
Are looking for high visibility and unlimited growth potential
Key Responsibilities:
Service Desk
Act as an initial point of contact for all IT issues
Respond, log and update IT related queries in clients call logging system (LANDesk)
Respond to and resolve queries in a pleasant, helpful and professional manner
Remain accountable for timely and effective resolution of issues
Escalate L3 IT issues to other IT teams
Mobility
Assist with management of the mobility fleet (Blackberry, iPad, data card, iPhone, Android, etc.)
Maintain up to date asset records for staff and upload them in the centralised documentation platform
Support
Installation, maintenance and support of hardware (desktops, laptops, printers, Cisco IP phones, servers (with the assistance of the Infrastructure team))
Support of software systems and packages (Windows 7, MS Office 2010, Adobe X, MS Visio, MS Project)
Support of remote access systems (Citrix, RSA, Vasco, VPN)
Extended support of Unity voicemail and Cisco Call Centre Manager for IP telephony
CUCI setups
IT equipment setup and support in meeting rooms as and when required
Support audio visual and video conference equipment in meeting rooms including pre conference testing
IT General
Documentation of IT processes where needed
Assist in a variety of IT projects
Manage requests for bookings of IT equipment and updating of the loans database
Other duties as directed by the client Service Desk Manager
Hardware repairs and maintenance
Manage and arrange service and maintenance calls as and when required on all hardware (photocopiers, printers, desktop, laptop, mobility)
Adhere to the information security policy of Elevate and attend/conduct regular audits (internal/external) to ensure 100% compliance with the policy
Experience:
1-3 years’ of L2 support experience in a corporate environment
Support experience with Windows, AD, Exchange, Office, video conferencing equipment, smart devices, printers, scanners and general IT hardware
Skills for Success:
Strong verbal and written communication skills
Enthusiastic “can do” customer service driven attitude
Excellent planning and documentation skills
Ability to identify a critical problem and escalate it to the right contact
Able to work with minimal supervision
Can quickly learn new systems, processes and software
Strong attention to detail, analytical and conceptual thinker
Technical Skills:
Windows 7, MSOffice 2010, Adobe X
Active Directory
Video conferencing
Smart devices, printers, scanners and general IT hardware
Qualifications:
Graduate or equivalent experience
B.E. / B.Tech. degree in Computer Science and Electronics or related field from a Tier II institute
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