Service Desk Analyst

The Opportunity

The IT Service Desk is responsible for initial customer IT support to all internal users, both local and remote. This role provides customer service both face-to-face and remotely regarding IT incidents and requests.

The responsibilities include accurately recording actions taken on IT incidents and requests in accordance with ITIL standards and using the OES ticket management system to ensure that requests are prioritized and completed within agreed timeframes.

This role involves providing support on various computer hardware and software platforms. The Service Desk Analyst will identify, research, and resolve these issues or escalate them as necessary within the IT Team.

About OES

OES is a vibrant and values led organisation, and we are passionate about enhancing lives through education. We work with university partners, training institutes, and professional bodies worldwide, to develop and enable immersive and engaging learning experiences. We empower our teams to be student focused, innovative and embrace change with a growth mindset to ensure we achieve our vision of being the world’s most impactful enabler of education. We encourage our people to grow and develop through teamwork and a diverse range of projects, programs and challenging work. We trust our people to deliver, so when you work with OES, you will join a team who are empowered to impact every day.

About You

To be successful in this role you will have:

• Minimum 1-2 years’ experience in delivering a high level of customer service within an IT desktop support role. 
• Hands on knowledge and experience installing, maintaining and repairing a variety of hardware platforms including desktops, laptops, printers, iPads, iPhones and other peripherals in a corporate environment. 
• Excellent written and verbal communication skills with the ability to effectively communicate to a non-technical audience. 
• Industry recognised IT certifications or qualifications will be highly regarded, as will an understanding of ITIL principals. 
• Demonstrated understanding and experience installing and supporting Microsoft Office 365 suite of applications and Operating Systems Windows 11 & MacOS in a corporate environment. 
• Sound understanding of networking and cyber security.  
• Demonstrated ability to work effectively within a team environment and under time pressure. 
• Proven documentation skills, along with sound analytical and problem-solving skills. 
• A demonstrated ability to work in situations of uncertainty and ambiguity and be self-motivated and able to use initiative.  
• Further skills which would be advantageous: 
• SharePoint Online support and/or administration 
• Knowledge of Windows services (DHCP/DNS) 
• Experience in maintaining Standard Operation Environments (SOEs) and InTune 

What’s in it for you?

Along with joining a passionate, energetic and highly skilled team, this role will allow you to gain exposure to many growth and development opportunities. OES offers a hybrid, flexible approach to work, where we work 2-3 days from our state-of-the-art Cremorne office, and the rest from home (or wherever you choose!). Breakfast, snacks, table tennis, Nintendo Switch are all available in the office, as well as an in-house massage therapist and weekly staff drinks. Ultimately, you will be joining a values-driven, collaborative business where your creativity and innovation will be nurtured and celebrated.

If this role is of interest, please apply now with your updated CV.