Welcome to Aegis

IT Service Desk Analyst

Apply now Job no: 974441
Work type: Permanent
Location: VIC Metro - CBD
Categories: IT

• Exciting opportunity to make your mark in a global company
• Melbourne CBD Location, close to public transport
• Opportunity to grow and develop your career

About Startek
Startek is a leading global provider of customer experience management solutions. The company provides business process outsourcing and technology services to corporations around the world across a range of industries. Operating under the Startek and Aegis brands, the company has approximately 47,500 outsourcing experts across 58 delivery campuses in 13 countries that are committed to enhancing the customer experience for clients.

About the role and responsibilities
In this role, you will be the first point of contact for internal customers and external clients, as well as liaise with external service and support providers in regards to our Service Desk management. You will be logging, managing and prioritizing IT cases. This is a busy environment where you will enjoy the satisfaction of solving IT related issues and problems.

You will predominately be based at our Melbourne CBD office and will be required to provide on-call and after hours support and an on-call allowance will be paid.

In this role you will be required to, but not limited to:
• Ensure hardware/software applications, telephony and network components are operational
• Provide first level technical advice to users on personal computer hardware and software
• Manage and resolve client problems and queries reported to the Service Desk in an effective and timely manner
• Maintain and update the Service Desk procedures and knowledge base documentation
• Accurate maintenance of IT asset register (both hardware and software)
• Monitor and maintain compliance levels for backup & anti-virus programs
• Provide first level on-call support as required
• Logging and managing of support tickets with third-party vendors
• Provide out-of-hours on-call support, including ‘hands-and-eyes” support for global IT Support teams
• Other key management attributes & Key Performance Indicators (KPIs) as agreed

To be considered for this opportunity, you will ideally possess:
• A proven and effective track record in a Service Desk Analyst or IT Support role
• Sound technical knowledge of Desktop hardware and both standard and customised (in-house) software.
• Tertiary qualifications in Computer Science, Information Technology or a related discipline and IT certifications (e.g. MCSE or CCNA)
• Highly developed technical skills - excellent understanding of Windows Operating Systems, Microsoft Office, Active Directory and exchange
• A good understanding of general IT related issues
• Ability to work in a dynamic and busy environment
• Highly developed skills in troubleshooting
• Ability to work well in a team environment
• Proven exceptional problem solving skills and abilities
• Ability to work autonomously without supervision
• Excellent verbal and written communication skills with the ability to engage, influence and manage relationships with stakeholders at all levels
• Time management skills with an ability to prioritise work load
• An ability to work in and collaborate with cross functional teams
• Customer focus with a true passion to drive for success.

In return, we will offer the successful candidate
This is a great opportunity to work with other like-minded, motivated and skilled experts. We will provide you with the tools and support to be successful. Your work environment will deliver all the freedom you require to think, try new things and to have a go.

A competitive remuneration package will be offered to the successful candidate.

The successful applicant will be required to complete a criminal check, an Australian Securities and Investment Commission check and an Insolvency check (which we will conduct) and all offers of employment will be made pending the successful outcome of these checks.

To join our team, apply now!

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Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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