Service Desk Analyst (6 month fixed term)

Looking for a Modern Workplace/Service Desk Analyst with excellent customer service skills to provide support to our customers. You will provide technical assistance and trouble shoot issues in person, over the phone and electronically.

The Role

• Act as a customer advocate. Respond promptly to requests for technical assistance in person, via phone, or electronically.
• Diagnose and resolve technical hardware and software issues, support remote users.
• Identify and effectively prioritise situations requiring urgent attention.
• Research solutions using available information resources.
• Advise user on appropriate action, educate user if required.
• Follow standard Level 1 and 2 service desk procedures. Escalation to 3rd level if necessary.
• Install and support user licensing such as Azure AD, M365 & Office365, MS Teams, SNOW, corporate apps and configure web gateways
• Maintain accurate inventory of all hardware and software resources and parts.
• Administer ITSM software.
• Track and route problems and requests and document resolutions.
• Stay current with system information, changes, and updates.
• Guide users with simple, step-by-step instructions both on the phone and via remote technologies
• Provide permissions for mailboxes / calendars, create and disable AD Accounts & update DL, provide network drive permissions
• Maintain excellent communication with all end users and other members of the technology department
• You will be put on a roster that covers 24/7 support, with the time in office in North Sydney / Melbourne CBD during regular office hours and the rest remote
• This will initially be a fixed term contract for 6 months

The Ideal Candidate

• Experience in an IT service desk, including configuration, troubleshooting of Windows and iOS device hardware and software, in a networked environment.
• Experience with as much of the following as possible: Microsoft Office365, Teams, SharePoint, OneDrive, Exchange, AD & Outlook, Autopilot –Intune , SCCM/SOE, TCP/IP networking, and related network services, hardware configuration, desktops, laptops, printers & mobile devices , Windows, Linux, Hyper V , Wi-Fi-enabled devices, KQL, SQL scripting, Backup systems and software, ServiceNow, Nagios.
• Will have excellent communication, customer service, problem resolution and decision making skills along with a desire to learn new technology and advance in a high-tech, consulting firm. Business acumen and the ability to understand financial implications of their role, for the client and for LAB3.

What's in it for you?

• Become part of Australasia's largest Azure engineering practice that focusses on cutting-edge tech and innovation #thinkahead
• Be part of a company that is leading the way in specialised areas and partnering on high profile client projects #winwithus
• Work with a 13 time Gold, 7 time Microsoft Advanced Specialisation & 5 time Microsoft Solutions Partner. You only get to this level with the industry's leading tech professionals - we are proud to have some of the best. #teamup
• Thrive in a team that is always learning, always innovating and making waves on a global scale. #standout
• Be part of a supportive working environment that values inclusion, flexibility, diversity and differences.. #betrue
• We work flexibly and recognise the importance of your overall wellbeing! Flexible, hybrid work environment #Flexit!
• Ultimately we will help you to fear less, achieve more in a fast paced, innovative and cool environment - are you ready to accept the challenge? #fearlessachievemore
• Ranked in the LinkedIn Top Start up list for 3 years in a row- 2020 (#3), 2021 (#17)and 2022 (#11)!
• Certified Great Place to Work

Apply now to join this supportive & top-class team