IT Helpdesk Analyst Job Description
We are seeking an IT Helpdesk Analyst to join our team in Melbourne, supporting a large financial services firm in the Asia-Pacific region.
Scope of Work:
The successful candidate will be responsible for providing technical support to partners across APAC, including hardware and software solutions using personal computers, data communications equipment, and desktop tools.
Duties:
* Provide business as usual (BAU) IT support to APAC partners
* Manage IT Service Requests, Incidents, and Changes using Global Support Model
* Analyze impact, risks, and effort needed to implement changes
* Help carry out approved changes to the system
* Coordinate with Global Support Teams for changes and support required by business partners
* Regularly monitor issues/incidents raised by key business partners
* Generate and analyze trending reports on service results and SLA scorecards
* Analyze, track, and monitor escalated issues, ensuring proper resolution
* Escalate unresolved issues to other support groups and vendors
* Support Critical and Major Incidents that may affect SLA
* Owning Critical/Major Incidents until closure
* Deskside support to Partners
* Audio-Visual support to partners
* Capacity Management and Asset Management
* Asset deployment
* Daily and long-term strategic management of IT Assets
* Planning, monitoring, and recording IT assets to ensure compliance
Requirements:
The ideal candidate should have:
* Knowledge of networks, database or operating systems, PC/LAN/WAN, Citrix/VDI, telecommunications technologies, and information security technology
* Strong Analytical skills and attention to detail
* Excellent communication skills both written and oral
* Good Project Management skills
* Good interpersonal skills to maintain good working relationships with partners
* Working knowledge of Office 365, Outlook, Lotus Notes, and SharePoint
Experience and Qualification:
The successful candidate should have:
* A bachelor's degree or its equivalent
* Minimum 1-2 years' of technical experience in operating systems, database, telecommunications, PC, LAN, WAN, and data security technologies
* Understanding of ITIL, Citrix, VDI/VM, Windows servers, MS O365, and Service Now System tool