Service Desk Technician (NV1 Clearance) – Onsite Sydney

Green Light; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

NV1 clearance supported

Job summary

Green Light is seeking a Service Desk Analyst to join one of our clients in Sydney, 100% onsite. The role requires an active AGSVA NV1 clearance at a minimum and a strong focus on service delivery improvements.

The initial 3-month assignment has the view to convert to permanent, reflecting a long-term career path within a capable Australian onshore services company. You will provide end-user support, manage incidents and service requests, and ensure service levels are met while coordinating with

Qualifications

• Bachelor's degree in computer science, information systems, or similar.
• At least two years' experience in an IT performance analysis and end-user support role.
• Knowledge of computer programs and hardware.
• Experience troubleshooting Windows 10 installations on Desktop and Laptop devices.
• First point of contact onsite for IT issues including desktop peripherals, Windows 10, AD, network devices, printers, IP phones, software and Office 365.
• Proficiency in CRM and task management software.
• Strong analytical and problem-solving skills.
• Strong collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

Responsibilities

• Provide end users with a high level of customer service across communications.
• Detect and record incidents and service requests per scripts and logging.
• Provide 2nd level support for investigation and resolution.
• Resolve incidents and service requests within ten minutes where possible.
• Escalate to 2nd level resolver groups when needed.
• Escalate and manage incidents with 3rd party providers.
• Maintain end-user contact throughout resolution per procedures.
• Meet customer contractual service level targets.
• Close incidents/requests upon resolution.

Skills

Customer service

Analytical skills

Communication

Time management

Organizational skills

Education

Bachelor's degree in computer science or information systems

Tools

Windows 10

Active Directory (AD)

Office 365

CRM software

Job description

Green Light is seeking a Service Desk Analyst to join one of our clients in Sydney, 100% onsite. The role requires an active AGSVA NV1 clearance at a minimum and a strong focus on service delivery improvements.

The initial 3-month assignment has the view to convert to permanent, reflecting a long-term career path within a capable Australian onshore services company. You will provide end-user support, manage incidents and service requests, and ensure service levels are met while coordinating with