Service Desk Analyst - Level 1

Seven Hills, NSW

• Western Sydney location | Onsite parking | Flexible work arrangements
• On the job training and development
• Great company culture | High performing team

Kennards Hire seeks a skilled Service Desk Analyst to join our vibrant Technology Centre team. In this role, you’ll deliver level 1 technical support to our staff across Australia and New Zealand via multiple support channels. As the initial point of contact for all IT queries, issues, incidents, and requests, you’ll play a crucial role in ensuring seamless operations for our business.

ABOUT YOU

We are seeking a self-motivated and enthusiastic IT professional with a tertiary qualification in IT or a related field. The ideal candidate will have strong technical, analytical, and troubleshooting skills, coupled with excellent written and verbal communication abilities. A passion for learning and technology is essential. You should be personable and customer-focused, ready to provide afterhours support as needed according to the roster

Technical experience

• Experience with resolving Level 1 related issues for Servers, Networking, Software & Hardware
• Confident using Active Directory
• Experience in managing users through Office 365
• Experience in Intune for the management of Windows 10 desktops & laptops.
• Experience with Jira/Confluence suite of tools is desirable.
• Basic Networking and VOIP knowledge
• Cyber Security focused with the mindset of ‘Security First” approach.
• Experience in an ITIL Service Desk
• Some Level 2 technical support experience or exposure highly desirable

• Provide technical support to over 200 branches and 1800 users across Australia & NZ, and to external vendors when required.
• Proactive resolution of level 1 IT related issues (hardware, software and network) by phone, email, tickets, remote and face to face
• Providing application support for enterprise systems
• Procuring, configuring, and installing hardware as required
• Assisting in the maintenance of Network Infrastructure
• Installation of new service to desktop users with remote tools
• Basic Windows Server troubleshooting
• Assisting with any AV equipment and presentation setup
• Fixing, set-up and maintenance of phone systems
• Utilising Active Directory to create, remove and edit users
• Supporting staff with Office 365 related enquiries and issues
• Be part of an 8x5 support and 24x7 on call support roster and Achieving SLA targets for high volumes of phone and ticket support cases