Agilis are supporting a key client in their search for a 1st Line support analyst to join there service desk team in Perth. This role will be focussing on Providing initial IT support, and triage for new and on-going incidents, in-line with the incident management process as well as supporting and provisioning software applications and hardware.
Responsibilities:
* Provide first line support to end users on various technical issues and problems relating to hardware, software, network and connectivity via telephone, email, chat, and self-service
* Carry out initial triage and diagnostic of problems and resolve where possible in a timely manner according to SLA's
* Log & prioritise all incidents, service requests, change requests in our ITSM tool - ServiceNOW
* Take ownership of customer problems and follow up the status of problems with the customer and communicate progress in a timely manner
* Perform IT administration duties as required
* Maintain IT asset records accordingly
* Actively participate in Continual Service Improvement
* Carry out testing when updates are released for our ServiceNow Platform
Knowledge & experience:
* Basic technical understanding to solve simple problems.
* Basic knowledge of network troubleshooting, desirable.
* Able to work under own initiative and motivated to learn.
* Team player that contributes to team discussions and seeks clarification when unsure
* Excellent customer service skills and exceptional telephone manner
* Basic knowledge of ITIL standards
* Good knowledge of Microsoft operating systems and products, with an emphasis on Windows 10, as well as Microsoft Office 365, able to operate confidently with minimal guidance
* Basic knowledge of iOS, Android mobile operating systems
Agilis Recruitment LTD is acting as an agency on behalf of our client.
We value diversity and equal opportunity. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
If you do not hear back within 5 working days of your application, please assume you have been unsuccessful in this instance.