Service Desk Analyst
Just imagine your future with usAt Aurecon we see the future through a very different lens.
Do you?Innovation, eminence and digital are at the heart of everything we do.
Are you excited about the future?Are you driven by the opportunity to work on some of the most challenging and complex projects around the world and to learn from the best? We are.
Diversity is at the core of everything we do.
We work together to create a culture based on respect, trust and inclusiveness.
Our differences are what fuel our creativity.
What will you do?The Service Desk Analyst Level 1 is the first point of contact and response for all inbound service requests.
Here are the key things you will do to 'bring ideas to life'.
Resolve up to 80% of incidents and requests during the first / initial contact or providing correct diagnosis and warm transfer to Level 2 service providers when unable to resolve incidents.
Dialling into systems and providing most remote connection services, according to agreed procedures Answering technical queries, providing advice and education to end users on IS services Ensuring critical and major incidents are escalated appropriately, according to established procedures Maintaining accurate and comprehensive log entries of faults (and notes), with resolution and contact details Ensuring the integrity of the information loaded into ServiceNow Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided Using appropriate toolsets to maintain open communications with end users, according to established procedures Working on tasks as assigned by Team Leaders Providing an effective interface between users and service providers supplying all necessary diagnostic information according to established procedures Ensuring effective hand-over of incidents at end of shift, according to established procedures.
What can you bring to the team?Firstly, strong sense of responsibility, flexibility, and adaptability to varying request.
Demonstrate excellent time management and organisational skills.
And as part of a new team, you will have the opportunity to shape this role and have input into how we evolve it over time to WOW our employees and make an even bigger impact on the world.
You will also need the following:
At least 2 - 3 years of relevant IT Support experience Relevant tertiary qualifications an advantage Experience in PC Hardware configuration Experience supporting Mobile Device Management Experience supporting O365 Experience supporting LANs WANs, PC operating systems and desktop application support (preferably engineering tools such as Autodesk, Bentley, ProjectWise etc)Our Aurecon Attributes describe the types of people we bring together for clients.
We don't expect you to have all eight of the attributes, but one that is unique to you.
Finally, we value that each of our team members brings something different to Aurecon.
We look for people who have had a broad range of experiences throughout their career and can demonstrate how they have worked as part of a team to bring ideas to life.
Does that sound like you?About usWe've re-imagined engineering.
Aurecon is an engineering and infrastructure advisory company, but not as you know it!For a start, our clients' ideas drive what we do.
Drawing on our deep pool of expertise, we co-create innovative solutions with our clients to some of the world's most complex challenges.
And through a range of unique creative processes and skills, we work to re-imagine, shape and design a better future.
We listen deeply and intently, which helps us see opportunities, possibilities and potential that others can't.
Think engineering.
Think again.
Want to know more?You can learn more about what it's like to work at Aurecon by visiting the careers section of our website.
If you are intrigued or excited by what you have read, then we want to hear from you.
Apply now! Recommended Skills Adaptability Auto Cad Communication Computer Architectures Coordinating Engineering Estimated Salary: $20 to $28 per hour based on qualifications.
Do you?Innovation, eminence and digital are at the heart of everything we do.
Are you excited about the future?Are you driven by the opportunity to work on some of the most challenging and complex projects around the world and to learn from the best? We are.
Diversity is at the core of everything we do.
We work together to create a culture based on respect, trust and inclusiveness.
Our differences are what fuel our creativity.
What will you do?The Service Desk Analyst Level 1 is the first point of contact and response for all inbound service requests.
Here are the key things you will do to 'bring ideas to life'.
Resolve up to 80% of incidents and requests during the first / initial contact or providing correct diagnosis and warm transfer to Level 2 service providers when unable to resolve incidents.
Dialling into systems and providing most remote connection services, according to agreed procedures Answering technical queries, providing advice and education to end users on IS services Ensuring critical and major incidents are escalated appropriately, according to established procedures Maintaining accurate and comprehensive log entries of faults (and notes), with resolution and contact details Ensuring the integrity of the information loaded into ServiceNow Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided Using appropriate toolsets to maintain open communications with end users, according to established procedures Working on tasks as assigned by Team Leaders Providing an effective interface between users and service providers supplying all necessary diagnostic information according to established procedures Ensuring effective hand-over of incidents at end of shift, according to established procedures.
What can you bring to the team?Firstly, strong sense of responsibility, flexibility, and adaptability to varying request.
Demonstrate excellent time management and organisational skills.
And as part of a new team, you will have the opportunity to shape this role and have input into how we evolve it over time to WOW our employees and make an even bigger impact on the world.
You will also need the following:
At least 2 - 3 years of relevant IT Support experience Relevant tertiary qualifications an advantage Experience in PC Hardware configuration Experience supporting Mobile Device Management Experience supporting O365 Experience supporting LANs WANs, PC operating systems and desktop application support (preferably engineering tools such as Autodesk, Bentley, ProjectWise etc)Our Aurecon Attributes describe the types of people we bring together for clients.
We don't expect you to have all eight of the attributes, but one that is unique to you.
Finally, we value that each of our team members brings something different to Aurecon.
We look for people who have had a broad range of experiences throughout their career and can demonstrate how they have worked as part of a team to bring ideas to life.
Does that sound like you?About usWe've re-imagined engineering.
Aurecon is an engineering and infrastructure advisory company, but not as you know it!For a start, our clients' ideas drive what we do.
Drawing on our deep pool of expertise, we co-create innovative solutions with our clients to some of the world's most complex challenges.
And through a range of unique creative processes and skills, we work to re-imagine, shape and design a better future.
We listen deeply and intently, which helps us see opportunities, possibilities and potential that others can't.
Think engineering.
Think again.
Want to know more?You can learn more about what it's like to work at Aurecon by visiting the careers section of our website.
If you are intrigued or excited by what you have read, then we want to hear from you.
Apply now! Recommended Skills Adaptability Auto Cad Communication Computer Architectures Coordinating Engineering Estimated Salary: $20 to $28 per hour based on qualifications.
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