Senior Service Desk Analyst
Data#3
Posted 15 days ago
Limited-Term Engagement
On-site all days, no work from home option
Please note that this opportunity is open to Australian Citizens only
Sydney based, full-time 6-month position, with the possibility of extension
Who is Data#3?
Listed in 1997, Data#3 is now an ASX200 listed company reporting gross sales of $2.8 billion in the 2024 financial year. Headquartered in Brisbane with more than 1,400 employees, it has facilities across 12 locations in Australia and Fiji.
Voted HRD's Employer of Choice for the last 10 years, Data#3's culture is built on five core values; Honesty, Excellence, Agility, Respect, and Teamwork (HEART) and these values are integral to the way Data#3 works internally and externally with our customer.
The role
We are currently seeking an experienced Senior Desktop Analyst to provide Senior Technical Support to existing customer in relation to maintenance, installation, use and repair of organisational infrastructure and applications.
This role would be suitable for a person who wants to deliver a client focused service experience in a professional and timely manner while maintaining customer relationships and complying with SLAs.
What will I be doing?
Resolve more complex technical issues escalated by team
Answer customer problems and queries in an effective and timely manner
Effectively use the existing escalation process as required
Regularly update customers on progress during problem resolution
Contribute to team problem resolution processes and actively share knowledge
Enhance customer satisfaction through provision of a quality support service
Adhere to contracted SLA
Provide meaningful, relevant, timely and accurate updates to call logging system
Project a positive & professional image when representing Data#3
Contribute to the development of customer service delivery improvements, processes, procedures, and documentation
Participate in the overall team strategy
What experience and skills will I need?
A minimum of 4 years’ experience in a Desktop Analyst or related role with proven troubleshooting skills in a desktop support role
Strong verbal & written communication skills
Ability to deal with busy, high-pressured situations
Highly developed customer service skills
Developed documentation skills for procedure updates and report creation
Effective time & problem management skills
Proven ability to work within deadlines with minimum supervision
Knowledge and working experience of security protocols
Experience with technologies including:
Active Directory user/group administration
Windows 11 build and full management via Intune/Autopilot
Application deployment through Intune Policies
Fleet management (laptops, mobiles, iPads)
MAM (Mobile Application Management) / MDM (Mobile Device Management) operational management
Exchange Shell/GUI
OneDrive
Azure AD
PowerShell
Knowledge and working experience of security protocols
Operational experience with Intune/Autopilot
About Data#3
Data#3 Limited is an ASX200 company focused on helping customers to harness the power of people and technology for a better future.
Built on a foundation of over 45 years’ experience, combined with world-leading vendor technologies, Data#3 is constantly evolving its solutions and services to enable its customers’ success. Leveraging solutions such as cloud, modern workplace, security, data & analytics and connectivity, combined with Data#3’s services across consulting, project, resourcing and managed services, Data#3 is delivering the digital future.
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