JOB FUNCTION:
The IT Service Desk Analyst is responsible for providing high-quality support to the Printforce employees. This includes resolving technical issues, answering questions, and providing guidance on the use of the company's systems and applications.
KEY RESPONSIBILITIES:
· Provide first and second level support to employees via phone, email, and chat
· Troubleshoot and resolve technical issues related to the company's systems and applications
· Escalate complex or high priority issues to the appropriate team or vendor for resolution
· Contribute to the development of the company's knowledge base by creating and updating articles
· Participate in the continuous improvement of the company's support processes and procedures
· Adapting client’s existing programs to meet their operation requirements
· installing and downloading required software
MAIN RESPONSIBILITIES:
· Work closely with the IT Systems Administrator to ensure the smooth operation of the IT Service function
· Analyse and resolve incidents on a first response basis
· Obtaining quotes/estimates and ordering of software and hardware as part of request fulfilment
· Be responsible for ordering hardware, stock, and supplies
· Liaison with suppliers and third-party support contacts
· To setup and manage mobile devices
· To adhere to all IT policies and procedures and to ensure all security and confidentiality measures are followed
MEASURES OF PERFORMANCE:
· Resolution targets according to SLAs
· % of incidents resolved in first response
· Reduction in repeat incidents
· Mobile device deployment time from request to operational status
EXPERIENCE/REQUIREMENTS:
Essential:
· Diploma of IT or Overseas Equivalent
· At least 1 year of fulltime work experience in an equivalent position post qualification
· Strong technical skills including understanding of MacOS and Microsoft applications
· Experience using remote management software
· Excellent communication and interpersonal skills
· Ability to diagnose and resolve hardware and software issues efficiently
· Familiarity with basic networking (IT addressing, DNS, DHCP troubleshooting)
· Strong organisation skills with ability to prioritise and multitasking
Do you think you can make a difference and want to be part of an innovative, WA-based, growing company?
Click Apply and submit your current CV along with a 1 page cover letter demonstrating your skills, experience and attributes that would make you a suitable team member.
Pay: $75,000.00 – $85,000.00 per year
Work Location: In person
