Service Desk Analyst - Sydney 6mo FTC

at  Centorrino Technologies

Welcome to Centorrino Technologies, the ultimate destination for tech enthusiasts! We’re not just any workplace, we’ve been certified as a Great Place to Work and ranked 23rd in Australia’s Best Workplaces 2022, and now we’ve been rated as the coolest Best Place to Work in Tech 2023! With a team of over 260 tech wizards, we’re constantly pushing the boundaries and working at the forefront of the tech industry in Australia and NZ.
Our CEO Adam Centorrino is dedicated to customer service, having won the Customer Service Executive of the Year award twice, and we’ve also won an incredible 10 consecutive Australian Service Excellence Awards! We’re not just focused on our customers, we prioritise our employees too. With flexible work culture, growth opportunities, wellness benefits, and an inclusive workplace culture, we’re dedicated to making sure our team members are happy.
Now, enough about us – let’s talk about you. We’re expanding our dream team, and we’re on the hunt for a key role to join our Professional Services Team.

WHAT YOU’LL BRING

• Epic customer service skills
• Passion for helping others and a thirst for knowledge
• Technology enthusiast
• Communicating technical information in an easy way to understand
• Amazing time management, strong analytical and problem-solving skills
• Share in our passion for improvement, always looking for opportunities to improve

Experience with Microsoft products.

• Configuration, Maintenance, & Deployment of 1:1 devices
• Order, deploy, track. and maintain hardware and software, including computers, accessories, AV equipment, printers, etc.
• Install and configure hardware and software components to ensure usability
• Upgrade systems to enable compatible software
• Work with relevant vendors to service broken hardware
• Maintain a clean and organised IT work area
• Employee Onboarding / Offboarding
• Provision equipment and access for new hires (onboarding)
• Conduct weekly New Hire Orientation trainings
• Educate employees on understanding and using internal IT systems
• Retrieve equipment and revoke access for exiting employees (off-boarding) in a timely manner
• Manage IT Help Desk
• Provide in-person / remote technical support to company employees, including Executive staff and global offices while updating ticketing records
• Meet and exceed SLA goals set by leadership
• Support and maintain office hardware globally (AV, Network)
• Systems Admin & Maintenance
• Maintain accurate IT asset inventory records
• Perform system administration for all corporate IT systems, (Jamf, Jira, Meraki, G-Suite, Crowdstrike, JumpCloud, etc)
• Help ensure the reliability and security of our corporate IT systems, for example by creating and enforcing policies, identifying vulnerabilities, or performing backups
• Work with various internal teams and external vendors to fix issues or make / implement improvements
• Create and update documentation for both internal IT and user-facing reference

All our team members are required to obtain and maintain a valid Police Check and VIC Working with Children Check.

Our customers’ first point of contact is with our Service Desk Analysts. Working in customer service, no two days are ever the same since you’re always resolving tickets while building a rapport with them.

• Working with tickets submitted is what you’ll spend most of your time doing. You will be able to resolve some tickets on your own, while others will require collaboration/escalation with other teams.
• Troubleshoot or escalate issues as needed, while communicating clearly and proactively until the issue is resolved.
• Communicating with customers through a variety of channels (phone, email and chat).
• Onboarding and Offboarding of our client staff.
• Providing support on a shift basis covering between the hours of 9am and 5pm, Monday to Friday.

Location of work
Work from the office in CBD.