Service Desk Analyst

Axiom Technologies; Australia; On-site; AUD 50,000 - 75,000; Full time

Job summary

Axiom Technologies in Australia is seeking an experienced IT Service Desk Analyst to provide first-line support for Windows, Office 365, VPN and hardware issues. You will log and track requests in ServiceNow, diagnose problems and resolve tickets in a fast-paced environment.

The role requires strong communication, time management and willingness to work shifts including weekends and holidays. Prior ITIL knowledge and 2+ years in a similar service desk role are preferred.

Qualifications

• 2+ years IT Service Desk experience
• Experience logging, tracking and closing tickets in ServiceNow
• Strong troubleshooting skills across software and hardware
• Familiarity with Microsoft Windows operating systems
• Excellent written and verbal communication, customer-focused
• Willingness to work in a 9x5 support environment, including weekends/holidays

Responsibilities

• Provide first-line IT support for Windows OS, Office 365, VPN, printers and AD related issues
• Troubleshoot and resolve IT incidents via phone, email and chat
• Log, triage, and track tickets to resolution in ServiceNow
• Coordinate with internal teams to resolve complex IT issues
• Demonstrate good customer service and communication with users
• Prepare clear documentation and knowledge base articles

Skills

Troubleshooting

Customer service

Communication

Time management

Team player

Tools

ServiceNow

Windows OS

MS Office

Outlook

Job description

Axiom Technologies is an Australia-based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally. Please visit our website for more information about what we do at www.axiomtechnologies.com.

Axiom Technologies is an Equal Opportunity Employer and encourage applicants from all backgrounds and gender to apply, including, Aboriginal and Torres Strait Islander candidates

Roles and Responsibilities:

• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
• Understanding of Windows 7 & 10 operating system
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with ServiceNow to log, track, close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Excellent troubleshooting skills
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Should have good understanding of infrastructure management processes;
• Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
• Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.
• Excellent time management skills and ability to work under pressure
• Continuous commitment to professional development
• Experience in a similar role IT Service Desk experience 2+ Years