Service Desk Analyst

ETHAN; Adelaide; On-site; AUD 60,000 - 75,000; Part time

Job summary

ETHAN in Adelaide CBD seeks a Service Desk Analyst to join a close-knit, dynamic team. You will provide first-line support to ETHAN Group customers and internal divisions, handling calls, emails and tickets within agreed SLAs.

Key duties include diagnosing desktop and laptop hardware and software issues, basic printer problems, password resets and account creation/deletion. The role is onsite, with a 24x7 rotational shift, and requires strong communication and a customer-first mindset as

Qualifications

• Strong knowledge of configuring and troubleshooting Windows-based desktop hardware and software.
• Basic printer and MFD troubleshooting skills.
• Ability to conduct first level domain administration across Microsoft Active Directory (Account Administration, mailbox administration).
• Experience in a customer-facing role and meeting SLA targets.

Responsibilities

• Diagnosis and resolution of desktop/laptop hardware and software issues.
• Performing password resets and user account management tasks.
• Conducting backup checks and raising tickets for errors.
• Managing more complex problems and routing to senior team members as needed.

Skills

Windows desktop

Active Directory

Printer troubleshooting

Service desk

Customer service

Education

Bachelor's degree in computer science

ITIL Foundations

Tools

DHCP

DNS

Group Policy

Job description

• Opportunity to utilise your sound communication skills in close-knit and dynamic team environment
• Onsite role based in Adelaide CBD
• 24x7 rotational shift

When the rest of the world is headed left, Ethan goes right. We’re more than an IT, telco, and cloud provider, we’re disruptors and game-changers—we’re the kids in the class always doodling, creating, and innovating. Can you relate?

This is more than a Service Desk Analyst role. We’re looking for someone who’s going to take on our ethos and help shape the future of our industry. Being a valued member of the team, you’ll provide call desk services and level 1 technical support to Ethan Group customers and internal divisions.

You’ll also live and breathe our 10 commandments* (see “More than an Appendix” below).

MORE THAN A ROLE

Our role descriptions aren’t the norm. You will be in a customer-facing environment, where the main activities include responding to and resolving customer support requests (phone calls, emails or directly logged tickets into the Service Desk application) within the agreed Service Level Agreements.

Key responsibilities include:

• Diagnosis and resolution of desktop/laptop/portable device hardware , software and operating issues, printer hardware, software and operating issues.
• Performing administration tasks such as password resets, account creations/deletions, as defined in the specific customer configuration processes and procedures.
• Conducting backup checks and raising tickets for errors.
• Managing more complex problems from within the team as needed.
• Tracking and routing problems/requests and documenting resolutions.

ABSOLUTE MUSTS

• Working knowledge of configuring and troubleshooting Windows-based desktop/laptops hardware and software platforms.
• Basic printer and MFD trouble shooting skills.
• Ability to conduct first level domain administration across: Microsoft Active Directory (Account Administration, mailbox administration)
• Server technologies & support (DHCP, DNS, and Group Policies etc.)
• Retail experience with working knowledge of Point of Sales (POS), Kitchen Display System (KDS), Uninterrupted Power Supply (UPS) would be advantageous

CERTS AND SKILLS (DESIRABLE)

Don’t walk in empty-handed. While not essential, we want ideally see any of these :

• Microsoft Certifications : Azure Fundamentals
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL Foundations v3 or v4
• Cybersecurity Essentials
• Bachelor’s degree in computer science (or a related field)

Think you can fit more than a mould? Reach out, get in contact, arrest us with your professional rap sheet. Did we mention we’re looking for diversity? If you’re Aboriginal or Torres Strait Islander, we’d strongly advise you to apply.

MORE THAN AN APPENDIX (IT’S A LIFESTYLE)

Professionalism and poise: Maintaining a dignified and professional demeanour across all interactions.

Client-centric excellence: Delivering results that prioritise our clients’ needs and ensuring their end-to-end journey is nothing short of exceptional.

Elevating the company’s success (not just your own): Understanding that we all win together.

Extraordinary dedication: An eagerness to go beyond industry standards and expectations.

Innovative mindset: A natural inclination to think creatively and a desire to collaborate with others who share this same perspective.

Adaptive agility: Being versatile and responsive to the ever-changing technology landscape.

A commitment to crafting new realities: Cultivating opportunities and creating positive experiences between colleagues, clients, and everyone you encounter.

Continuous learning: An insatiable appetite for knowledge and skill enhancement, ensuring you’re always at the forefront of your field.

Empathetic engagement: Building strong, genuine connections with clients and team members by putting in the time to understand their perspectives and needs.

Sustainability awareness: A consciousness about the impact of our actions on the environment and society, aiming for sustainable business practices.