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Service Desk Analyst

Service Desk Analyst

Help us shape the future.  Elevate is changing the way legal support services are delivered and we are looking for creative, innovative people who can help.  If you are a client-focused professional who wants your creative and innovative ideas to make a difference, Elevate's team of technology service experts could be the right fit for you.

As a Service Desk Analyst at Elevate, you will provide professional L1 and L2 services to our client's internal teams based out of Australia or remotely on client sites or from home. You will be expected to deliver very high level of customer service as well as technical expertise in order to ensure that all requests are met in a timely and friendly manner.

You might be the right person if you:

  • Are passionate about technology and resolving customer issues
  • Have strong administrative skills and willing to work in a 24/7 environment
  • Want to work directly with the technology team of a visionary Australian Law Firm
  • Are eager to work in a fast-paced dynamic environment for a quickly growing company
  • Are looking for high visibility and unlimited growth potential

Key Responsibilities:

  • Service Desk
    • Act as an initial point of contact for all IT issues
    • Respond, log and update IT related queries in clients call logging system (LANDesk)
    • Respond to and resolve queries in a pleasant, helpful and professional manner
    • Remain accountable for timely and effective resolution of issues
    • Escalate L3 IT issues to other IT teams
  • Mobility
    • Assist with management of the mobility fleet (Blackberry, iPad, data card, iPhone, Android, etc.)
    • Maintain up to date asset records for staff and upload them in the centralised documentation platform
  • Support
    • Installation, maintenance and support of hardware (desktops, laptops, printers, Cisco IP phones, servers (with the assistance of the Infrastructure team))
    • Support of software systems and packages (Windows 7, MS Office 2010, Adobe X, MS Visio, MS Project)
    • Support of remote access systems (Citrix, RSA, Vasco, VPN)
    • Extended support of Unity voicemail and Cisco Call Centre Manager for IP telephony
    • CUCI setups
    • IT equipment setup and support in meeting rooms as and when required
    • Support audio visual and video conference equipment in meeting rooms including pre conference testing
  • IT General
    • Documentation of IT processes where needed
    • Assist in a variety of IT projects
    • Manage requests for bookings of IT equipment and updating of the loans database
    • Other duties as directed by the client Service Desk Manager
    • Hardware repairs and maintenance
    • Manage and arrange service and maintenance calls as and when required on all hardware (photocopiers, printers, desktop, laptop, mobility)
  • Adhere to the information security policy of Elevate and attend/conduct regular audits (internal/external) to ensure 100% compliance with the policy

Experience:

  • 1-3 years' of L2 support experience in a corporate environment
  • Support experience with Windows, AD, Exchange, Office, video conferencing equipment, smart devices, printers, scanners and general IT hardware

Skills for Success:

  • Strong verbal and written communication skills
  • Enthusiastic “can do” customer service driven attitude
  • Excellent planning and documentation skills
  • Ability to identify a critical problem and escalate it to the right contact
  • Able to work with minimal supervision
  • Can quickly learn new systems, processes and software
  • Strong attention to detail, analytical and conceptual thinker

Technical Skills:

  • Windows 7, MSOffice 2010, Adobe X
  • Active Directory
  • Video conferencing
  • Smart devices, printers, scanners and general IT hardware

Qualifications:

  • Graduate or equivalent experience
  • B.E. / B.Tech. degree in Computer Science and Electronics or related field from a Tier II institute

 

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