Service Desk Analyst

The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.
 
THE OPPORTUNITY  
We have an opportunity for a short term (6 week contract) for an enthusiastic, customer service focused Service Desk Analyst to join our team in Adelaide.
 
RESPONSIBILITIES

• Responding to phone, email, and event alerts within the defined, contractual SLAs
• Achieve a high level of customer satisfaction through a high quality of service and accuracy in following of processes and procedures
• Correctly identifying Priority 1 and 2 incidents and act on them in relation to major Incident Management processes
• Using knowledge (own and group), remote troubleshooting tools and reference databases to resolve incidents remotely
• Keeping customers updated
• Contributing to Knowledge Management

DESIRED EXPERIENCE

• Exceptional Customer Service / Stakeholder management skills with the ability to communicate to a diverse range of audiences
• Leads by example with a can-do positive attitude
• Can-do positive attitude.
• Between 1-5 years of experience in working in a fast pace Technology Service Desk environment.
• Strong Customer Service / Stakeholder management skills with the ability to communicate to a diverse range of audiences.
• Experience in Windows 11 (MCITP preferable).
• Experience administering user accounts in Active Directory and Office 365.
• Good understanding of TCP/IP, VOIP, Video Conferencing and basic networking principles.
• Familiarity/experience with Apple Products such as iPhone, iPad & MacBook.
• Ability to ensure all workstation PCs are managed to increase reliability, availability, performance, security and compliance.
• Some experience using IT Service Management tools.

 
DIVERSITY & INCLUSION
We celebrate the diversity of people, and we pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias.
We value our collaborative culture and work together to support a variety of community organisations and social issues.
 
Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you're always ahead of tomorrow.
 
We're that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond.
We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We're backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority. And we're powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.
 
Transformative digital solutions take the right team, making the right moves at the right time. You've found yours with NRI.