IT Support Analyst

at  SGS

Company Description
We are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories around the world.
Job Description

• Provide Level 2 support and resolutions for moderate complexity technical issues and incidents escalated by the Global Service Desk and end users.
• Deliver exceptional customer service to the SGS Australia end-user community.
• Evaluate end-user needs, identify technical problems, and develop solutions.
• Collaborate with end users, local, regional, and global support teams, and vendors to resolve Level 2 issues, including:
• General end-user desktop IT issues.
• IT peripheral issues (printers, cabling, conference facilities, Wi-Fi, LAN connectivity, patching, etc.).
• Site reviews and documentation.
• Fixing, imaging, installing, and configuring end-user hardware, software, Windows operating systems, and protocols.
• Managing Active Directory access and permissions.
• Supporting vendor technologies.
• Networking appliances.
• Mobile devices.
• Track, monitor, document, and communicate with end-users about requests, issues, and incidents through to completion using the ServiceNow system.
• The role is based onsite 5 days a week.
  Qualifications