ICT Support Analyst

About Assetlink:

Established in 1993, Assetlink is an Australian owned facilities services provider with over 3,000 people serving over 1,200 customers in Australia and New Zealand. Specialising in the provision of standalone cleaning and security services or a tailored integrated solution, Assetlink support businesses to manage their assets and operations in the commercial, retail, aviation, health & aged care and mining sectors.

The Role:

Join Assetlink Group as an ICT Support Analyst, a vital role contributing to the effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software within the company. Work collaboratively with various business areas within Assetlink Group to ensure seamless ICT support.

This position will be based in Rhodes, NSW.

Role Responsibilities:

• Provide Service Desk services and support for Assetlink Group team members, facilitating ICT objectives.
• Administer the Service Desk system, ensuring timely incident recording, escalation, and resolution.
• Maintain an excellent level of customer service, addressing end-user issues with professionalism.
• Install and configure hardware and  software according to standards and operational requirements.
• Conduct phone and face-to-face support for Level 1 and Level 2 end-user system issues.
• Escalate any high and critical problems to relevant departments and teams.
• Onboarding & off boarding staff, creating user profiles in Active Directory
• Setup and troubleshoot audio visual and video conferencing systems
• Create internal documentations as requested.
• Demonstrate commitment to personal safety and a safe work environment.

You will have:

• Highly developed customer service skills
• Positive "can do" attitude, passion for customer service
• Experience with ITSM service management tools to providing Level 1 and Level 2 Support (desirable) 
• Experience with Active Directory for User lifecycle Management.
• Troubleshooting skills in Microsoft Office product and Microsoft 365.
• Excellent in Desktop and Mobile ( Android and IOS )troubleshooting.
• Excellent in Audio and Video troubleshooting
• Excellent time management skills in a high-volume environment.
• Ability to explain technical issues in lay terms.
• Experience with Remote Support tools (RDP, Team Viewer, etc.).
• Basic network troubleshooting skills.
• Technical documentation development.
• Good knowledge of OSI Model and TCP/IP framework.

Qualifications and Experience:

• Diploma of IT or equivalent
• Microsoft certification  (Desirable)
• Proven previous Helpdesk / Systems Analyst experience, approx. 1 years. (Desirable)
• Completed ITIL V4 Foundations Course (Desirable)

What we offer you:

•    Reward and recognition incentives
•    Ongoing training and development
•    A safe and supportive working environment
•    Career development
•    A family-oriented culture

Join us in this dynamic role where your expertise will be pivotal in supporting business users and critical processes for Assetlink. Apply now to be part of our innovative and collaborative team!

If you're a highly motivated, enthusiastic individual with a commitment to providing excellent service we’d love to hear from you, click ‘Apply’.

Assetlink's Diversity Commitment

Assetlink is committed to maintaining, growing and supporting our diverse and inclusive culture, by seeking and promoting diversity within each of our work sites. We welcome and encourage applications from diverse community groups and ages including Aboriginal and Torres Strait Islander, LGBTQIA , people with disabilities, women, and other diversity groups. Currently, Assetlink is representative of around 80 nationalities, speaking 59 different languages. Assetlink recognises the benefits of diversity in creating amazing customer experiences, increasing productivity and encouraging business growth.