The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.

We are looking for an experienced Service Desk Analyst to join our team in Melbourne. The role aims to provide our internal staff across various locations with the necessary workplace tools and operational support to excel in their roles. You will diagnose and resolve a broad range of technical requests and issues through phone, remote access, email, and face-to-face interactions.

Your role will involve delivering exceptional customer service, ensuring end users are managed with care, and resolving their requests efficiently and professionally. Accurate documentation and adherence to IT policies are crucial aspects of this role.

Key Responsibilities:

• Act as the first point of contact for users via Service Desk, phone, and email.
• Resolve all level 1 service desk issues promptly.
• Escalate unresolved issues to level 2 support.
• Provide relevant advice and ask targeted questions to diagnose problems.
• Ensure service desk incidents and phone calls are answered promptly.
• Complete incidents, service requests, and tasks in a timely manner.
• Document all interactions in a Service Manager incident/request system.
• Collaborate with the wider team on the client site.

Requirements:

• 1-5 years of experience in a fast-paced Technology Service Desk environment.
• Strong customer service and stakeholder management skills, with the ability to communicate with diverse audiences.
• Experience with Windows 10/11 (MCITP preferable).
• Experience administering user accounts in Active Directory and Office 365.
• Good understanding of TCP/IP, VOIP, Video Conferencing, and basic networking principles.
• Familiarity with Apple products such as i Phones and i Pads.
• A positive, can-do attitude.
• Ability to manage workstation PCs to enhance reliability, availability, performance, security, and compliance.
• Some experience using IT Service Management tools.

WHAT’S IN IT FOR YOU?

In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you’ll be rewarded with a career changing experience only consulting can provide.

• Diverse and challenging project work
• Flexible public holiday benefits and option to purchase up to 2 additional weeks leave per year
• Training and development opportunities
• Salary sacrifice, motor and novated leases
• Committed health & wellbeing plan including Employee Assistance Program
• 12 weeks paid parental leave, increasing to 20 weeks for 5+ years service
• Corporate partnerships

DIVERSITY & INCLUSION

We celebrate the diversity of people, and we pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias.
We value our collaborative culture and work together to support a variety of community organisations and social issues.

Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward – so that you’re always ahead of tomorrow.

We’re that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success – across business, government and beyond.

We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We’re backed by a global reach that makes us a truly game-changing alternative in the digital services space – with local decision-making and authority. And we’re powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.

Transformative digital solutions take the right team, making the right moves at the right time. You’ve found yours with NRI.