Service Desk Analyst

What you’ll be doing

The Service Desk Analyst offers technical support to clients, addressing Level 1/2 issues and escalating as necessary. This role involves daily interaction with end-users, requiring efficient problem-solving and customer service skills to ensure a positive support experience.

Key Responsibilities:
•    Promptly respond to, diagnose and troubleshoot incoming service desk requests and queries which can be via phone, customer self-service, email, remote support or walk-in.
•    Receive, log and action service requests for standard IT services according to established procedures and timeline.
•    Provide support with user onboarding and offboarding processes.
•    Perform other duties as assigned by the Service Desk Manager or Team Lead.
•    Escalate unresolved issues to Level 2 or 3 teams following established protocols.
•    Utilize the knowledge base and available resources to resolve incidents effectively and efficiently.
•    Participate in knowledge sharing and contribute to a knowledge base for common issues.
•    Proper documentation and tracking of all interactions and solutions within the ticketing system.
•    Provide excellent customer service with a professional and empathetic approach in all interactions.

Working Conditions

• Based in Sydney
• Full time opportunity 
• Onsite
• Driver’s License

What will make you successful in this role?

•    Ability to diagnose and effectively troubleshoot IT issues across hardware, software, and network systems with a methodical approach.
•    Proven competency in providing technical support across ICT.

•    Previous experience working within a NOC/Service Desk framework, ideally in a business-to-business environment
•    Strong problem-solving and analytical skills.
•    Recommended knowledge of ITIL framework and best practices.
•    Demonstrated ability to build and maintain strong stakeholder and vendor relationships
•    Strong influencing and interpersonal communication skills.
•    Effective communicator, capable of engaging clearly and confidently with both internal teams and senior executives within our customer base.
•    Demonstrated adaptability and openness to change in dynamic environments.

•    Knowledge and experience working in ITSM platforms. ServiceNow is highly desirable

Certifications:

• Microsoft Fundamental Range
• Microsoft Mid-Range
• Relevant Cisco Certifications and Partner Support experience is desirable. 
• HP Technician or similar hardware experience with endpoints and workstations is highly desirable. 

Why is this an exciting opportunity? 

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions. 

We currently have 1100+ professionals working across Australia, New Zealand, Singapore and Hong Kong who are using innovation to lead the way. 

The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent “as-a-service” providers in the market.

What our people say: 
“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”

Why you’ll love working here

Culture of possibility 
At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work and dedication.

A strong set of company values 
Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for. 

Valuable employee benefits 
•    Career growth via succession planning, internal mobility programs, and mentorship opportunities. •    Ongoing investment in professional development through industry certifications. •    Employee benefits, recognition, and wellbeing platform. •    Mental health support through our Employee Assistance Program.
•    Support for family and caring responsibilities, including paid parental leave.
•    Employee referral program, with monetary incentives offered. 

Commitment to supporting Australia’s veterans  
Atturra is proud to be recognised as a Veteran Friendly Employer by the Department of Veterans Affairs’ Veteran Employment Commitment (VEC) and is committed to supporting Australia’s veteran community. We aim to enhance the employment experience for veterans by improving recruitment, support, retention, and leadership opportunities to ensure they have a meaningful and impactful career with us.   

Careers | Atturra

https://atturra.com/au-en/careers

Recruitment Agencies/Headhunters:

We got this covered. Our Talent Acquisition team is working on our hiring demands and will reach out should we need extra support. Atturra only accepts referrals from agencies on our official supplier list via Agency Portal. Agencies are required to go through our procurement process, have an approved fee agreement, and be invited to participate in hiring for a job opening by the Atturra Talent Acquisition team. Any profiles or referrals submitted outside of this process will be deemed invalid. We request that you do not contact Atturra employees outside of the Talent Acquisition team for any hiring-related queries. To become an official supplier, send an expression of interest via talentacquisition@atturra.com.  

Atturra is passionate about playing an active role in addressing the digital skills gap and being an advocate for diversity and Inclusion, and welcomes applications from all irrespective of their gender, LGBTQI identity, ethnicity, religion, physical ability, or age.