Senior Desktop Analyst - EUC

Data#3 Limited; City of Melbourne; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Remote work options

Flexible working arrangements

Job summary

Data#3 is a Melbourne-based employer seeking a Senior Desktop Analyst for a 6-month, full-time role with potential to transition to permanent based on performance. The successful candidate will deliver advanced Windows 11 and M365 support, and manage desktop infrastructure for a major client.

Required: at least 4 years in a desktop analyst role, strong customer service, and experience engaging with senior executives while meeting SLAs.

Qualifications

• Minimum 4 years in a Desktop Analyst or related role with proven troubleshooting skills.

Responsibilities

• Resolve complex technical issues escalated by the team.
• Provide timely responses to customer problems and queries.
• Follow the escalation process and keep customers updated on progress.
• Contribute to knowledge sharing and process improvements.
• Maintain high quality service and adhere to SLAs.
• Log updates accurately in the call system.

Skills

Senior team player

Customer service

Executive engagement

Problem solving

Deadline adherence

Tools

Windows 11

InTune

Autopilot

Azure Entra ID

Exchange Shell/GUI

OneDrive

PowerShell

Azure AD

MDM/AVD

Job description

Melbourne -based, full-time 6-month role with the ability to transition to a permanent position based on performance.

Join a team that provide elite support to high level executives at a major client

Work for an HRD Employer - Choice winner for 10 years in a row!

The role

We are seeking an experienced Senior Desktop Analyst to deliver advanced technical support for an existing customer, focusing on Windows 11 OS, M365 application troubleshooting, and the use and troubleshooting of organizational infrastructure and applications.

This role is ideal for someone who can provide exceptional client-focused service in a professional and timely manner, while building strong customer relationships and adhering to SLAs.

This role is structured to maintain a manageable workload, prioritizing exceptional quality. It allows tasks to be completed consistently to the highest standard.

What will I be doing?

Resolve more complex technical issues escalated by the team.

Answer customer problems and queries in an effective and timely manner.

Effectively use the existing escalation process as required.

Regularly update customers on progress during problem resolution.

Contribute to team problem resolution processes and actively share knowledge.

Enhance customer satisfaction through provision of a quality support service

Adhere to contracted SLA

Provide meaningful, relevant, timely and accurate updates to call logging system

Project a positive & professional image when representing Data#3

Contribute to the development of customer service delivery improvements, processes, procedures, and documentation

Participate in the overall team strategy

What experience and skills will I need?

Critical Professional Skills:

A collaborate team player who integrates well with his/her colleagues and untied supports the customer as highest priority.

Can establish a merit based, genuine trust relationship with our customer.

Strong customer service skills, with experience engaging with senior executives.

A minimum of 4 years’ experience in a Desktop Analyst or related role with proven troubleshooting skills in a desktop support role.

Process Skills:

Ability to deal with busy, high-pressured situations on occasion.

Highly developed customer service skills

Developed documentation skills for procedure updates and report creation

Proven ability to work within deadlines with minimum supervision

Knowledge and working experience of security protocols

Experience with technologies including:

Audio Visual expertise is beneficial, and if required comprehensive training provided as this technology is vital to the organization.

Windows 11 deployment & administration using InTune and AutoPilot

Fleet Management (laptops, mobiles, iPads, and desktops)

MAM / MDM operational management

Operational experience with Azure Entra ID, Exchange Shell/GUI, OneDrive, InTune/Autopilot, Azure AD and Powershell)

Hold a Current Australian Department of Defence baseline security clearance or the ability to obtain a clearance.

Azure Virtual Desktop (AVD) experience would be highly regarded.

Who is Data#3?

Data#3 is a ASX200 organisation with a team of over 1,400 employees spread across 12 locations in Australia and Fiji. With flexible working arrangements and options for remote work, we provide a supportive environment that empowers you to excel in your role.

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.

REF KISH113666