ACS Foundation

About Us

An Australian-owned information technology and communications service provider that offers systems integration, technology sourcing, business systems architecture, telecommunications, and information communications technology (ICT) consulting services. We build and manage communication, application, and infrastructure solutions for medium-sized businesses, large multinationals, and government organizations.

About the Role

The key responsibilities of the Service Desk Analysts (SDA) are to provide call desk services and level 1 technical support to customers and internal divisions.

The SDA interactions extend to both external parties and internal entities as appropriate to coordinate the efforts of relevant resources towards the resolution of all support requests as assigned.

• External - Company Group Customers, service providers, and sub-contractors.
• Internal - Technical Teams and Service Delivery Managers; Sub-Divisions and related personnel; colleagues and associates.

Role Responsibilities

Customer Service: Responding to and resolving customer support requests (phone calls, emails or directly logged tickets into the Service Desk application).

• Respond to requests for technical assistance via phone and ITSM Platform.
• Log all help desk interactions.
• Advise the user on appropriate action.
• Action and escalate situations requiring urgent attention.

Technical Support: Act as the first point of contact on technical support issues and provide first-call fix capabilities to callers and requests submitted to the ITSM Platform.

• Diagnose and resolve desktop/laptop/portable device hardware, software, and operating issues.
• Perform basic administration tasks (such as password resets, and account creations/deletions) as defined in the specific customer configuration processes and procedures.
• Perform backup checks and raise tickets for errors.
• Actively engage in all project-related work when requested to do so.
• Track and route problems and requests and document resolutions.

Other responsibilities include:

• Conduct all activities in accordance with company policies and procedures, as may be amended from time to time; 
• Attendance at work when required to do so: punctual and reliable; an 
• Professional conduct and behaviour in all dealings with customers, suppliers, colleagues and company personnel.

About You

We are looking for the following technical skills:

• Knowledge of configuring and troubleshooting Windows-based desktop/laptop hardware and software platforms.
• Knowledge of providing basic troubleshooting skills on Apple-based desktops/laptops and tablets.
• Perform 1st-level domain admin tasks in Microsoft Active Directory (Account Administration, mailbox administration)
• Knowledge of server technologies & support (DHCP, DNS, and Group Policies etc.)
• Understanding of technical backup processes and their importance to operating integrity and risk mitigation.
• Basic network troubleshooting skills (including command-based diagnostics and review such as ping, ipconfig)
• Basic understanding of Unified Communication Hardware/software (Mitel & Cisco Phones, Mitel & Cisco WebEx applications)

Other skills needed to be successful for this role are:

• Strong team player.
• Able to work autonomously.
• Excellent interpersonal skills – ability to interact and partner well with others.
• Excellent verbal and written communication skills – ability to interact with all levels in the organization.
• Ability to prioritize and re-prioritize work and handle simultaneous assignments.
• Has the ability to show initiative with tasks and work towards innovation within the team.
• Strong critical thinking ability and problem-resolution skills.
• Strict understanding and adherence to confidential information.

Required Qualifications

• Bachelor’s degree in IT (or a related field) or relevant work experience desirable. 
• Microsoft Certifications desirable or equivalent experience.
• ITIL Foundations v3 desirable.

This role amounts to $55,582 incl. super for a Graduate working full-time for 12 months.