Description About the Role: We are looking for a Level 1 Service Desk Analyst to join our team at the Brisbane facility on a full-time permanent basis. If you enjoy being the first point of contact for users experiencing technical issues and value providing excellent customer service and end user satisfaction, this role is for you! Primary Responsibilities: Triages Serve Desk calls and ticket. Provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. Escalate to IT applications support or call for outside vendor maintenance, as needed. Gather and analyze information about the user’s issue and determine the best way to resolve their problem. Provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented. Provide technical assistance to system users, ensures positive customer experience, and promotes customer satisfaction. Specific Responsibilities Answering and triaging Service Desk calls and Jira tickets and documenting troubleshooting steps and resolution accordingly. Coordinate administrative and logistical details associated with providing systems software and hardware support to users. Complete follow-ups with users to ensure requests are resolved. Diagnose system hardware, software, and application problems based on knowledge of system operations. Part of rotation schedule to provide after-hours on-call support. Load specified software packages, such as operating systems, word processing and spreadsheet applications. Coordinates the repairs to any personal computer and/or peripherals with major manufacturers/suppliers ensuring warranty provisions apply. Assist in maintaining software library of all company-owned personal computer-based software, ensuring compliance with all software licenses and copyright laws. Responsible for observing all applicable safety requirements and reporting immediately any unsafe practices/conditions. After hours on call support required Qualifications & Technical Knowledge & Skills Required : Graduate of Information Technology (major) or similar Thorough knowledge of information technology including local area networking, wide area networking and remote communication systems. Thorough knowledge of PC's and related hardware peripherals in the current company operating system environment. Good analytical, troubleshooting, decision making, interpersonal, oral and written communication skills. Understand, utilize and communicate specialized information in speech and written text. Minimum 1 year in a similar role. Benefits you will enjoy! Attractive salary Interstate travel when required Clean, safe working environment with a close-knit team Training and career development opportunities Social activities including participation in community support events Onsite car parking Apply today and start your Aerospace journey with us.
