Denver Technology is a boutique technology services company headquartered in Perth, with offices in Brisbane, and London that has been delivering technology solutions to clients in the resources industry globally for over 30 years. Recognised for the integrity of our people, the ethics of our business practices and the quality of our products & services.

Denver Technology is the partner of choice for many energy companies across the globe. We have taken part in some of the biggest OT network designs in the world where our engineers work alongside cross-functional teams to deliver mega network and firewall projects. Our clients trust us to deliver; from designing, maintaining and supporting complete IT/OT environments to major networking and security decisions.

About the role

Denver Technology is looking for a Service Desk Analyst to join their Managed Support Services Team. This position will play a vital role providing level 1 - 2 support to Denver Technology clients. Being at the forefront of client interactions, your work will solidify customer relationships and ensure their satisfaction with Denver Technology’s clients.

There is a requirement for on-call (after hours) availability on a rotating roster as well as flexibility around start/finish times within a 12-hour coverage period.

The Service Desk Analyst role is a suited to individuals looking to grow their skillset in supporting computer systems including end user compute and infrastructure (servers/networking).

Reporting directly to the Head of Managed Support Services, your key responsibilities will include:

• Field incoming requests from end users via phone/email/ticketing system.
• Attend client sites and online meetings providing technical expertise and guidance supporting other team members as needed.
• Contribute to Denver Technology’s organisational training goals for vendor partnerships (Microsoft, Cisco etc)
• Create detailed case notes for tickets.
• Clarify nature and symptoms of incidents and gather further information.
• Escalation of cases as needed to senior resources.
• Maintaining end-user documentation and updating appropriate policies and procedures.

Only candidates based in Western Australia will be considered.

What we offer:

• Competitive Salaries: Employees can expect competitive and benchmarked salaries, ensuring fair compensation for their skills and contributions.
• Training and Certification Budgets: We invests in the professional growth of our people by allocating budgets for training and certification, allowing them to enhance their skills and qualifications.
• Employee Assistance Programme: An Employee Assistance Programme is in place to support the well-being and mental health of employees, providing access to resources and support when needed.
• Active Social Club and Social Events: We fosters a vibrant social culture with an active social club that organises various social events, promoting team bonding and a positive work environment.
• Regular Celebrations: We take pride in acknowledging and celebrating both our achievements and our people. We regularly come together for morning teas and lunches to commemorate birthdays, special milestones, exceptional work, and valuable customer feedback

You will have:

• Desire to progress towards technical qualifications, such as COBIT, CCNA, or Cert III in Information Technology.
• Pass in secondary education level English.
• Understanding of Windows desktop operating systems and common user applications (e.g. Microsoft Office).
• Understanding of TCP/IP networking at local area network (LAN) and Internet gateway level.
• Demonstrated high level conceptual, analytical, and problem-solving skills, and the ability to develop creative and innovative solutions to difficult and complex problems;
• Excellent verbal and written communication skills with attention to detail;
• Experience working in a billable environment with time sheeting responsibilities
• Ability to communicate effectively in multi-disciplinary team environments including hybrid teams involving Client and Denver Technology resources; and
• Australian citizen or permanent resident.

Preferred Skills and Experience:

• Familiarity with end-point security and protection tools (e.g. patching, anti-virus).
• Some exposure to Microsoft server operating systems and Active Directory.
• Experience in working with clients in the mining/resources or Oil/Gas industries

If this role is for you, please apply for this position by clicking the link below and submitting a cover letter and CV.

Unsolicited emails and resumes from recruiters will not be accepted.