Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!At Centorrino Technologies (CT), we're more than just tech—we're a community that goes beyond expectations. We've been recognised as a Great Place to Work in 2024 and one of the Best Places to Work Medium Size in Australia for 2024, with an outstanding eNPS score of 68. And we're not stopping there. We're on a mission to redefine the customer experience, and we need a Service Desk Analyst to join our Transitions team.As an IT Service Desk Analyst, you will be responsible for providing first-level support, troubleshooting, and resolving technical issues related to hardware, software, and network systems.RequirementsHere's what you'll be doing: Manage inbound and outbound calls and emails to investigate and resolve end user issuesTriage inbound calls and tickets and escalate to senior teams when necessaryManage end user accounts and devices across modern platformsCreating, updating, and maintaining relevant client documentation in line with best practice standards and mentoring junior team membersCreate documentation and updating internal knowledgebaseDeveloping strong rapport with the end user during each engagement via email and phone while ensuring a timely resolution on their incident or requestHere's what you'll bring:Experience as an IT Service Desk AnalystExcellent communication skills, both verbal and written, with the ability to explain technical issues in simple termsStrong customer service orientation and ability to work well under pressureStrong problem-solving skills, with the ability to prioritize and manage multiple tasks simultaneouslyAbility to work in a fast-paced environment and handle multiple tasks simultaneouslyExperience with IT service desk software and ticketing systems is idealA broad range of experience maintaining environments, accounts, access permissions and troubleshooting issuesHave some exposure to the following and a keen willingness to work with the existing team to develop and learn in areas you are not confident:Networking fundamentalsEmployee lifecycle and access managementSharePoint and OneDrive management and troubleshootingModern application deploymentPrinter fleet managementConsidered favourably:Prior experience with ConnectWisePrior experience with PowerShell scriptingHands-on experience with enterprise IT tools, such as ticketing systems, remote support software, and monitoring toolsConfidence implementing and updating GPOsCompletion of Microsoft based certificationsCompletion of an ITIL certificationRelevant tertiary qualification in Information TechnologyBenefitsWhy You'll Love Working Here:Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:Hybrid working with team anchor days to support collaborationExtensive training and development opportunities that enable continual growth as part of your career planningExtensive discounts and benefits to maximise your moneyA choice of your IT equipment to maximise your success and access to cost-price tech for your personal needsFun team events to celebrate achievements and connect with colleagues outside work as part of our engaging cultureCT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required. Seniority levelEntry levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesIT Services and IT Consulting#J-18808-Ljbffr