Service Desk Analyst Industrial AU Hybrid

Responsibilities

• Field incoming end user calls, emails and tickets
• Log all Incidents and Service Requests accurately in the ITSM tool
• Prioritise and schedule resolution of tickets and escalate as needed
• Ensure customer Service Level Agreements (SLA) and customer expectations are
  
  

met

• Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets
• Installing and configuring computer hardware, software, systems, printers and
  
  

scanners

• Investigating, diagnosing and resolving computer software and hardware faults
  
  

including repairing equipment and replacing parts where applicable

• Adhere to the Service Desk Procedures outlined as part of this employment
• Support and contribute the team and company culture
• Mentor junior staff members and be actively involved in their development
• Escalation point for team members and clients
• Mandatory Requirements / Skills
• Experience using ConnectWise or other ITSM tools
• Ability to deal with busy, high-pressure situations
• Excellent Communication skills and attention to detail
• High level of customer service and ability to comply with Service Management
  
  

processes

• Good knowledge of End User Compute & Terminal Services
• Experience managing desktop user profiles, Outlook and network printers
• Demonstrate a professional behavior when interacting with suppliers, staff and
  
  

customers

• Ability to maintain detailed and accurate records
• Ability to work independently with minimal supervision
  
  

Preferred Skills

• Experience using Kaseya or other RMM tools
• Demonstrate understanding of ITIL processes
• Experience supporting Microsoft products e.g. Windows7, Windows10 and O365
• Experience supporting English speaking countries
• Related IT diploma or degree
  
  

Bonus

• ITIL Foundation certification
• Microsoft certifications
• Previous experience supporting an Australian company or MSP is a plus
  
  

Join the awesome team and enjoy these benefits & perks:

• Hybrid
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA
  
  

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Our client offers offer a variety of in home aged care services Melbourne residents trust, including personal care, nursing care, Allied Health support, and dementia care.

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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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