Service Desk Analyst

at  NRI Australia

THE OPPORTUNITY

As our Managed Services team grows, we’re on the lookout for a down-to-earth Service Desk Analyst to join us in supporting our clients’ technical needs.
In this role, you’ll have the freedom to make decisions independently while providing friendly and approachable customer service. You’ll be the go-to person for responding to calls, emails, and alerts, ensuring our customers are satisfied with our services. Your knack for multitasking under pressure and your
willingness to collaborate will make you a valuable addition to our team.
We are not seeking candidates with IT Degrees for this position.

REQUIREMENTS:

• Valid driver’s license and own car for occasional travel to customer sites.
• Strong customer service skills.
• Ability to effectively communicate technical information to non-technical users.
• Basic understanding of IT concepts and troubleshooting techniques.
• Willingness to learn and adapt in a fast-paced environment.

QUALIFICATIONS:

• High school diploma or equivalent.
• Prior experience in a customer service or help desk role is an advantage but not required.
• Basic knowledge of Microsoft Windows and Office applications.
• Strong interpersonal skills and the ability to work effectively in a team environment.

• Provide first-line support to end-users via phone, email, and remote assistance tools.
• Log all customer interactions accurately in the ticketing system.
• Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
• Escalate unresolved issues to appropriate support teams and follow up on resolution.
• Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
• Conduct on-site visits to customer locations for troubleshooting and support as needed.
• Collaborate with other IT teams to ensure timely resolution of customer issues.
• Follow established processes and procedures for incident management and service request fulfillment.
• Assist with documenting and updating knowledge base articles for common issues and resolutions.