Service Desk Analyst

• Triage all incoming phone calls and service requests for immediate action or escalation
• Deliver exceptional technical support and outsourcing services to JB Hi-Fi Solutions customers within customer specific Service Level Agreements (SLAs)
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Technical Support relating to technical issues involving Microsoft's core business applications and operating systems
• Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Remote access solution support: VPN, Terminal Services, and Citrix
• Maintain a high level of consistent and accurate activity reporting for contracted support clients
• Escalate service requests that require engineer level support
• Responsible for accurately entering time and expenses in Service Management Software as they occur
• Understand and reference technical documentation of customer's infrastructure
• Other operational duties as requested by the Service Desk Manager or Professional Services Manager

2+ years of Service Desk or similar technical experience

Degree/Certificate IV preferably in computer science, or a related field

Knowledge of computer hardware

Experience with desktop systems, including Windows 7, 8,10

Experience with server systems, including Windows Server 2008, 2012, Exchange, Office 365 in L1 capacity.

Experience with networking equipment, including WAN and LAN connectivity, routers, firewalls, and security in L1 capacity

Application support experience with Microsoft Outlook, Word, Excel, PowerPoint, and Adobe Acrobat

Exceptional written and oral communication skills with the ability to translate technical requirements and specifications into easily understood business concepts

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills