First-Line IT Support Analyst — Customer-Focused Desk

Torus Group; Liverpool; Presencial; AUD 50.000 - 61.000; Jornada completa

Descripción de la vacante

Torus Group in Liverpool is seeking a Service Desk Analyst to join the IT team on a 6-month contract. This role provides first-line IT support to colleagues across the Torus Group, handling incidents, service requests and day-to-day technology issues from a busy, customer-focused environment.

You will be the first point of contact for IT support requests via phone, email and self-service portals, log and triage incidents in the ITSM system, and own tickets through to resolution.

Formación

• Customer service experience in a helpdesk or IT support environment.
• Strong communication and relationship-building skills.
• Patience, empathy and professionalism when assisting customers.
• Solid troubleshooting and fault-diagnosis abilities.
• Good organisational skills to prioritise workloads.

Responsabilidades

• Provide a high-quality, customer-focused IT support service to colleagues across the Torus Group.
• Act as the first point of contact for IT support requests via telephone, email and self-service portals.
• Log, categorise and triage incidents and service requests in the IT Service Management system.
• Take ownership of tickets and keep customers informed through to resolution.
• Troubleshoot and resolve first-line issues with hardware, mobile devices, printers, software applications and basic networking.
• Escalate more complex issues to second-line and third-line support when needed.
• Maintain accurate IT asset records in the CMDB and support knowledge base documentation.
• Contribute to IT performance reporting and continuous service improvement.

Conocimientos

Customer service

Communication

Problem-solving

Time management

Teamwork

Willingness to learn

Educación

Degree-level education or equivalent IT/customer service experience

Herramientas

Microsoft 365

Active Directory

SharePoint

Microsoft Exchange

ITSM system

Descripción del empleo

Torus Group in Liverpool is seeking a Service Desk Analyst to join the IT team on a 6-month contract. This role provides first-line IT support to colleagues across the Torus Group, handling incidents, service requests and day-to-day technology issues from a busy, customer-focused environment.

You will be the first point of contact for IT support requests via phone, email and self-service portals, log and triage incidents in the ITSM system, and own tickets through to resolution.