Service Desk Analyst – Transitions

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Centorrino Technologies

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

☁️ SaaS

📚 Education

Cybersecurity • SaaS • Education

Centorrino Technologies is an IT services and solutions provider focused on delivering exceptional customer experience and secure technology environments. Based in Australia and New Zealand, they offer a wide range of services, including managed IT services, cybersecurity solutions, project delivery, and cloud computing. With a commitment to continuous improvement, Centorrino Technologies serves organizations across various sectors such as government, healthcare, education, and not-for-profit. The company is known for its engineering-led approach, ensuring that technology implementations are secure and efficient. Additionally, they maintain certifications like ISO 27001 and are involved in social impact initiatives, including being carbon neutral and supporting charities.

📋 Description

• Provide first-level support, troubleshooting, and resolving technical issues related to hardware, software, and network systems. • Manage inbound and outbound calls and emails to investigate and resolve end user issues. • Triage inbound calls and tickets and escalate to senior teams when necessary. • Manage end user accounts and devices across modern platforms • Creating, updating, and maintaining relevant client documentation in line with best practice standards and mentoring junior team members. • Create documentation and updating internal knowledge base. • Developing strong rapport with the end user during each engagement via email and phone while ensuring a timely resolution on their incident or request.

🎯 Requirements

• Experience as an IT Service Desk Analyst • Excellent communication skills, both verbal and written, with the ability to explain technical issues in simple terms • Strong customer service orientation and ability to work well under pressure • Strong problem-solving skills, with the ability to prioritize and manage multiple tasks simultaneously • Ability to work in a fast-paced environment and handle multiple tasks simultaneously. • Experience with IT service desk software and ticketing systems is ideal • A broad range of experience maintaining environments, accounts, access permissions and troubleshooting issues. • Have some exposure to the following and a keen willingness to work with the existing team to develop and learn in areas you are not confident: • Networking fundamentals • Employee lifecycle and access management • SharePoint and OneDrive management and troubleshooting • Modern application deployment • Printer fleet management • Prior experience with ConnectWise • Prior experience with PowerShell scripting • Hands-on experience with enterprise IT tools, such as ticketing systems, remote support software, and monitoring tools. • Confidence implementing and updating GPOs • Completion of Microsoft based certifications • Completion of an ITIL certification • Relevant tertiary qualification in Information Technology

🏖️ Benefits

• Hybrid working with team anchor days to support collaboration • Extensive training and development opportunities that enable continual growth as part of your career planning. • Extensive discounts and benefits to maximise your money. • A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs. • Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture. • A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.