Service Desk Analyst

Axiom Technologies; Australia; On-site; AUD 55,000 - 75,000; Full time

Job summary

Axiom Technologies is seeking an IT Service Desk professional in Australia to support medium to large enterprises. The role involves troubleshooting O365, VPN, Skype, printers, and Active Directory, with emphasis on Windows 7/10 and MS Office products.

You will log and resolve tickets via ServiceNow, provide customer-focused support, and work in a 9x5 environment that may include weekends and holidays. Prior ITIL familiarity is a plus.

Qualifications

• IT service desk experience of 2+ years.
• Strong troubleshooting skills for O365, VPN, Skype, Printer, AD, MS Office.
• Experience with ServiceNow to log, track, close tickets.
• Knowledge of Windows 7/10.
• Good communication and customer service.
• Willingness to work in 9x5 shifts including weekends/holidays.
• Understanding of ITIL framework.
• Time management and working under pressure.

Responsibilities

• Provide IT service desk support via phone, email, and chat.
• Troubleshoot hardware and software issues (Windows, Office, printers).
• Log and track tickets in ServiceNow; ensure timely resolution.
• Assist with configuring/troubleshooting software and hardware.
• Support users remotely and on-site as needed.

Skills

O365

VPN

Skype

Printer

Active Directory

MS Office

MS Word

MS Excel

MS PowerPoint

Outlook

Windows 7/10

Troubleshooting

Customer Service

ITIL

Communication

Time Management

Shift Work

Tools

ServiceNow

Outlook

Microsoft Office

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 .

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