Service Desk Analyst AU Offshoring Hybrid

Schedule: Monday to Friday (6:00AM - 3:00PM PHT)

What are we looking for?

Skills Required

• Minimum 2+ years of experience in IT support, service desk, or a similar role is mandatory, preferably within an Australian or U.S.-based environment.
• Experience with 4me / Xurrent or a similar ITSM ticketing system.
• Experience supporting Microsoft Intune, troubleshooting Microsoft 365 applications, and administering/troubleshooting Active Directory.
• Experience of computer hardware, printers, and operating systems
• Experience with Microsoft SharePoint a plus
  
  

Nice To Have

• Strong English communication and customer service skills
• Proactive problem-solving with attention to detail
• Reliable team player who can work independently and follow processes through to completion
  
  

What will you do?

Technical Support

• Troubleshoot end-user desktop, application, printer, hardware, software, and connectivity issues.
• Provide timely resolution of technical issues to ensure minimal disruption to user operations.
• Support device provisioning, deployment, and replacement activities as required.
  
  

Incident Management

• Log, prioritize, and track incidents using the 4me/Xurrent ticketing system.
• Utilize the knowledge base to achieve first-call resolution and maintain accurate ticket documentation.
  
  

Collaboration

• Work closely with the IT Manager, Level 2 support staff, and vendors to resolve escalated issues.
• Collaborate with team members to ensure timely resolutions, effective end-user communication, and smooth device rollout activities.
  
  

Monitoring & Maintenance

• Assist in the monitoring and maintenance of Microsoft 365, Teams, SharePoint, Intune, and Autopilot environments.
  
  

Documentation

• Maintain and enhance the knowledge base, including FAQs, user guides, and technical documentation.
• Document system configurations, procedures, and support processes.
  
  

Our client is a leading disability service provider based in Australia, supporting over 5,000 individuals. They offer personalized NDIS support prioritizing the needs of their customers.

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Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.

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