Technical Support Analyst

at  DFP Recruitment Services

TECHNICAL SUPPORT ANALYST.

DFP have partnered with a dynamic organisation who are looking for a Technical Support Analyst to join their collaborative team.
This is a permanent position, paying up to $58,000 + superannuation per hour across an 8-hour day and is be based in the CBD. This is a hybrid role and also offers an on-call component with 5 weeks annual leave per year instead of 4 weeks.
This organisation also provides on-going training with career progression opportunities.
Due to the nature of the companies industry, they can only consider Australian Citizens.

THE ROLE:

The Technical Support Analyst will provide responsible, reliable, and respectful service desk support to users of this organisations systems within the service level agreement timeframes and as directed.
This role is the first point of contact for them regarding ICT/Technical incidents and service requests.

RESPONSIBILITIES:

• Provide first point of contact for them regarding IT incidents, service requests, and enquiries by phone, email, remote access.
• Proficient in Microsoft products including Windows 10/11, Office 365, Outlook, MS Teams and Active Directory.
• Resolve incidents and service requests within established timeframes in accordance with Service Level Agreements via their service management tool.
• Maintain ICT systems, monitoring alerts and prioritising and escalating issues to the correct team.
• Deliver consistently high customer service while striving for a high level of first contact resolution.
• Ensure that records/documentation is kept up to date on the status of reported incidents and service requests and ensure all activities are recorded in the service management tool.
• Actively develop and maintain working relationships with all system users, other ICT support areas and service providers.
• Contribute to Knowledge Base content in line with writing styles and content guidelines.