The Opportunity
Reporting to the IT Service Desk Manager, the Service Desk and Desktop Support Analyst will be primarily responsible for providing quality Level 1-3 (depending on experience) end user compute technical support and solutions to all levels of MEGT Staff and Management. This will include provisioning, support, maintenance, and decommissioning of end user devices and applications, while escalating to senior teams as required. IT Services are provided via phone, on site and utilizing remote support technologies in an effort assist staff in both technical issues and requests to enable effective and productive use of IT systems.
It is expected that they will operate in a positive manner to promote self, the IT division, its staff and duties in the best way possible by utilising technical knowledge and common sense at all times when dealing with staff and vendors.
The person in this role is also be expected to work closely with the IT Service Desk Manager to assist in co-ordination of rollouts, reporting and audits.
About you
You will be an ambitious, adaptable, and personable self-starter with a passion for IT and:
1. Proven customer centric focus and interpersonal skills with the ability to effectively communicate and liaise with all levels of staff
2. Knowledge of M365, Active Directory and Azure Active Directory, MS Exchange, RMM Tools (eg Desktop Central or Kaseya), iOS, basic Networking, network printing, Endpoint Manager, Intrusion Detection software, Antivirus software, and remote client VPN environments
3. Proficiency in supporting Microsoft Office software applications (multiple versions), including some knowledge of SharePoint advantageous
4. Ability to work with or create documentation where needed
5. Strong problem solving and analytical skills, used to develop and implement effective solutions to problems
6. Ability to effectively prioritize and execute tasks in a high-pressure environment
7. Team player with strong organization and time management skills
8. Proven ability to self-motivate, manage work priorities efficiently and exceed KPIs
9. Commitment to continuous improvement and consistency
10. Ability to translate technical language to lay audiences for a clear understanding
11. Excellent oral, written, and interpersonal communication skills that are appropriate for various levels including management, staff, contractors, and vendors.
The successful applicant will be required to undertake pre-employment checks which may include a National Police Check, State/Territory Working with Children Check, two reference checks, verify your right to work in Australia and confirmation of qualifications.