IT Support Analyst - TAFE Students Preferred null

About the role

Ideal role for an IT graduate to gain experience in a supportive and values driven multinational organization.

Providing support to the organization across a range of IT requirements, this role will use your customer support skills to respond in a prompt and professional manner to service desk inquiries and assist end-users, utilize your technical skills and problem-solving abilities to diagnose and resolve issues, and collaborate with senior technicians to resolve complex technical issues.

Responsibilities

Customer Support

• Respond promptly and professionally to incoming service desk inquiries via phone and ticketing system.
• Assist end-users in troubleshooting technical issues related to hardware, software, network connectivity, and applications.
• Ensure a high level of customer service and satisfaction by maintaining a positive and customer-oriented approach.

Technical Competence:

• Strong understanding of fundamental IT concepts, including networking, operating systems, databases, and security.
• Proficiency in desktop support, troubleshooting hardware and software, configuring systems, printer support and assisting users.
• Familiarity with mobile deployment, managing devices, installing applications, and troubleshooting for Android and iOS platforms.
• Knowledge and experience in Active Directory management, including user administration, group policies, and security permissions.

Problem Diagnosis and Resolution:

• Utilize your technical expertise and problem-solving abilities to diagnose and resolve Level 1/Level 2 IT issues.

Documentation and Knowledge Management:

• Maintain accurate and up-to-date records of user inquiries, troubleshooting steps, and resolutions in Freshservice ticketing system.
• Contribute to the knowledge base by creating and updating technical documentation, FAQs, and troubleshooting guides.

Collaboration and Communication:

• Collaborate with senior technicians to resolve complex technical issues and ensure timely resolution.
• Communicate technical concepts and solutions in a clear and user-friendly manner to end-users with varying levels of technical understanding.

About us

Partnering with parents and school communities, our goal is to build brighter futures by supporting children's development through play in fun, engaging environments. We live and breathe our company values every day by being considerate, passionate, and courageous, and making a difference.

Who are we looking for?

We can teach you about the job and sector, but a few basics you need to have:

Minimum Diploma level qualification in IT.
Certifications such as CompTIA A+, ITIL V4 or similar are desirable
Current and valid full Australian work rights
High level of integrity, accountability, initiative, resilience and, respect.
Strong interpersonal skills for teamwork and collaboration
Capability to work designated shifts to provide coverage across Australia and NZ as the team grows.

What's in it for you?

• Generous referral bonuses
• Discounts for your children to attend our services
• 1000's of discounts on travel, shopping, dining, and entertainment
• Awards and recognition for performance and service