An exciting opportunity has become available to join the IT team at Ray White corporate as our new IT Support Analyst. Based in Brisbane reporting to the IT Service Desk Manager, this role will be well suited for someone who wants to jump in and work across various areas of the business utilising multiple applications, both customised for the Ray White network as well as off the shelf.Objectives of this roleThe IT Support Analyst will work closely with the IT Service Desk Manager to provide excellent customer service and User Support to computer applications and platforms. Our IT Support Analyst will troubleshoot problems and advise on the appropriate action. This position will be the primary support person for our Brisbane based corporate team.What you'll do:Technical assistance:Respond to requests for technical support in person, via phone, and electronicallyDiagnose and resolve technical hardware and software issuesResearch questions using available information resourcesAdvise users on appropriate actionFollow standard help desk proceduresLog all support interactionsRedirect problems to appropriate resources and teamsIdentify and escalate situations requiring urgent attentionTrack and route problems and requests and document resolutionsStay current with system information, changes, and updatesOther duties as requiredWho you are:Team playerWorking knowledge of fundamental operations of relevant software, hardware and other equipmentKnowledge of all relevant call tracking applicationsCustomer service experience and knowledge of practicesExcellent & effective written and oral communications, focusing on Customer ServicePerforms well under pressureExcellent problem solving skills and analytical abilitiesReceptive to feedbackResilient and adaptableEmbraces and accepts change and challengesSkills and Knowledge:Ability to identify and to persist in resolving issues for the network and corporate as it relates to business objectivesStrong understanding of Windows and Mac Operating SystemsStrong knowledge of Software deployment practicesOS Systems Patch Management ExperienceAirwatch/VMWare Workspace One Deployment knowledgeExperience with deployment of SaaS products and experience troubleshootingAbility to visualise, articulate, and solve both complex and uncomplicated problems and concepts to make educated decisions based on the informationAbility to embrace change and adapting to new challengesPromoting a positive work environment and work collaboratively to achieve business objectivesKnowledge of Google Apps Application Suite including administrationLearning and retention of in-house developed application setAbility to troubleshoot web browser and online cloud applicationsKnowledge of Audio Visual and live streaming would be an advantage
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