Service Desk Support Specialist
2 weeks ago
Sir Robert McAlpine is a family-owned business with a rich history of 155 years, committed to excellence and a culture that brings out the best in people. We're excited to continue our legacy through new projects and opportunities.
As a Service Desk Analyst, you'll be part of a collaborative team that's passionate about delivering exceptional support to our customers. Your key responsibilities will include:
Key Responsibilities:- Troubleshoot IT issues and requests, providing day-to-day operational resolution of technical support issues
- Maintain and promote the use of our Knowledgebase
- Monitor Service Desk statistics to improve efficiency
- Work closely with other Analysts and Teams to resolve issues and improve support responses
- Provide backfill and cover for other Analysts as needed
- Capture information effectively if a ticket needs to be escalated to another team
- Learn from other teams and cross-train knowledge back into the Service Desk team
- Strong analytical skills and a solution-driven approach
- Patient and understanding attitude towards customer needs
- Strong communication skills at all levels
- Ability to prioritize tasks effectively
- Willingness to adapt and learn
- Technical skills and knowledge in areas such as Active Directory, Windows client and Server OS, Networking, Android OS, and Microsoft cloud products (O365)
- Minimum 2+ years of IT support experience
- IT-related qualifications
- Root cause analysis skills
- MS Technical Certification
- ITIL Knowledge
We offer a competitive rewards package with flexible benefits to fit your lifestyle and priorities. Our goal is to create a supportive, empowering, and inclusive environment for every member of our team. If you're passionate about delivering exceptional support and want to be part of a collaborative team, we'd love to hear from you.
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