Шри-ЛанкаL2 Service Desk Analyst
1 нед. назад
Шри-ЛанкаSeniorOnsite
microsoft 365identity management
L2 Service Desk Analyst providing Level 1 and Level 2 technical support, operating with strong Microsoft 365 and identity experience in a managed IT service environment.
О компании
- You will be working with an established Australian managed service provider with more than two decades of experience delivering technology services to organisations across Western Australia.
- The organisation operates an ITIL-aligned service desk and maintains ISO/IEC 27001:2022 certification. Its clients include public-sector and community organisations that value clear communication, reliable service, strong technical capability, and careful handling of sensitive information.
- 💰 Get paid in Australian Dollars 🏥 Medical insurance from day one for you + spouse (or parents if unmarried) 🩺 Generous OPD coverage from doctor visits to all your medical needs 🏡 Home office setup allowance to build your ideal workspace 🌐 Internet allowance to keep you connected 💪 Gym & wellness allowance to stay fit and balanced 🎉 Work hard, play hard – regular team events & engagement activities 🧠 Diji Assist – Mental health & counseling support when you need it 📚 We invest in you – reimbursement for industry certifications 🗣️ Open-door culture – your ideas and feedback always matter 🌍 Flexible work – home or office, wherever you do your best work 🏆 Rewards & recognition that actually recognize you 🥳 Great christmas & financial year-end parties to unwind with your loved ones
Обязанности
- We are looking for a high-performing L2 Service Desk Analyst to join a managed IT service desk supporting a diverse portfolio of public-sector, community, and business clients.
- You will provide Level 1 and Level 2 technical support, taking ownership of tickets from initial investigation through to resolution. The role requires strong diagnostic capability, hands-on Microsoft 365 and identity experience, excellent client communication, and the ability to recognise when an issue requires specialist escalation.
- The successful candidate will be expected to operate at Level 3 – Competent , independently diagnosing issues beyond documented procedures, explaining root causes, documenting solutions, and supporting less experienced analysts.
Будет плюсом
- MD-102, MS-102, SC-300 or AZ-104 certification.
- SC-900 and/or AZ-900 certification.
- Experience with Autotask or a similar ticketing platform.
- Experience with Datto RMM or a comparable remote monitoring and management tool.
- Experience using IT Glue or similar documentation platforms.
- Citrix or virtual desktop experience.
- Experience supporting Australian, public-sector, or not-for-profit clients.
Другое
- 3+ years of experience within a managed service provider or multi-client IT environment, working with Level 2 support issues.
- Strong hands-on experience administering Microsoft 365, including: Entra ID
- Exchange Online
- Intune
- Teams
- SharePoint
- Strong knowledge of Windows 10/11, Active Directory, Group Policy, and remote support technologies.
- Proven ability to diagnose technical issues without relying solely on documented procedures.
- Experience providing direct client support and communicating technical matters clearly to non-technical users.
- Excellent written and spoken English, with the ability to communicate clearly, professionally, and accurately.
- MS-900 certification held at the time of commencement.
- Ability to work securely within a controlled office environment.
- Successful completion of police and background screening.
- Demonstrable client satisfaction and service-level results.
- Strong ticket resolution and low ticket-reopen rates.
- Evidence of progressing through certifications successfully.
- Knowledge articles that have been adopted and used by other team members.
- Positive references from previous team leaders.
- Evidence of increased responsibility or progression within previous roles.
- Own assigned tickets from initial investigation through to confirmed resolution.
- Resolve Level 1 and Level 2 incidents and service requests across client environments.
- Diagnose issues, identify root causes, and apply appropriate fixes.
- Recognise Level 3, privileged, infrastructure-wide, and security-related issues and escalate them appropriately.
- Accurately prioritise tickets according to impact and urgency.
- Record accurate time, device, service, and resolution information against each ticket.
- Identify recurring issues and flag opportunities for further investigation.
- Provide hands-on support across Microsoft 365, including Entra ID, Exchange Online, Intune, Teams, SharePoint, and OneDrive.
- Troubleshoot identity, access, authentication, mailbox, mail-flow, collaboration, and endpoint issues.
- Support Windows 10/11 environments, Active Directory, and Group Policy.
- Diagnose endpoint performance and compliance issues.
- Support Citrix, VPN, remote access, printing, scanning, and user-level telephony issues.
- Provide clear, professional, and timely updates throughout the ticket lifecycle.
- Explain technical problems and solutions in straightforward language.
- Communicate what was found, what action is being taken, and when the client can expect the next update.
- Handle client calls and remote support sessions professionally and respectfully.
- Listen carefully and ensure client requirements and information are captured accurately.
- Document fixes that are not already covered by existing procedures.
- Create and maintain useful knowledge articles for recurring or newly resolved issues.
- Link relevant knowledge articles to tickets.
- Maintain accurate and complete ticket records.
- Follow security requirements including named accounts and multi-factor authentication.
- Protect client information and never record passwords in tickets or chat.
- Follow approved procedures for remote sessions and client access.
- Escalate security incidents and other specialist matters promptly.
- Ask for assistance early when an issue falls outside the appropriate level of responsibility.
- Maintain consistently high standards against service desk, quality, and client satisfaction measures.