Service Desk Analyst

About VIS Global Pty Ltd

VIS Global Pty Ltd is a prominent provider of enterprise communication and customer experience management solutions across various industries. The company offers expertise in sophisticated voice communication, unified communication systems, data networking, video technologies, and customer experience platforms. Their end-to-end services encompass consulting, solution design, implementation, training, and continual technical support. Employees collaborate with cutting-edge communication technologies and diverse clients to enhance organizational communication and customer interactions, fostering growth in technical skills and industry knowledge.

Key Responsibilities

• Deliver Level 1 technical assistance for hardware, software, and networking concerns.
• Identify and fix issues related to desktops, laptops, printers, and other peripherals.
• Support Windows operating systems and Microsoft software applications.
• Troubleshoot network connectivity protocols including TCP/IP, DNS, and DHCP.
• Utilize remote support applications to aid end users effectively.
• Handle incident and service requests ensuring compliance with service level agreements.
• Forward unresolved problems to higher-level support groups.
• Keep thorough records and update service tickets accurately.
• Provide outstanding customer service and maintain clear communication with users.
• Work collaboratively with internal teams to solve problems swiftly.

Required Skills and Experience

• Previous exposure to Desktop Support, Service Desk, or IT Helpdesk roles.
• Proficient in troubleshooting Windows OS and Microsoft Office suite.
• Familiarity with Active Directory, Office 365, and remote support tools is strongly preferred.
• Basic knowledge of networking principles, such as TCP/IP, DNS, and DHCP.
• Strong communication skills, both written and verbal.
• Capable of delivering excellent customer service and problem resolution.
• Ability to operate autonomously as well as part of a team.

Additional Preferences

• Experience handling backup and recovery operations.
• Understanding of endpoint security and antivirus software.
• Relevant IT certifications like CompTIA A+, Microsoft credentials, or ITIL certifications are beneficial.