1st Line Support Analyst

Agilis are supporting a key client in their search for a 1st Line support analyst to join there service desk team in Perth. This role will be focussing on Providing initial IT support, and triage for new and on-going incidents, in-line with the incident management process as well as supporting and provisioning software applications and hardware.

• Provide first line support to end users on various technical issues and problems relating to hardware, software, network and connectivity via telephone, email, chat, and self-service
• Carry out initial triage and diagnostic of problems and resolve where possible in a timely manner according to SLA’s
• Log & prioritise all incidents, service requests, change requests in our ITSM tool - ServiceNOW
• Take ownership of customer problems and follow up the status of problems with the customer and communicate progress in a timely manner
• Maintain IT asset records accordingly
• Actively participate in Continual Service Improvement
• Carry out testing when updates are released for our Service Now Platform

• Basic technical understanding to solve simple problems.
• Basic knowledge of network troubleshooting, desirable.
• Able to work under own initiative and motivated to learn.
• Team player that contributes to team discussions and seeks clarification when unsure
• Excellent customer service skills and exceptional telephone manner
• Basic knowledge of ITIL standards
• Good knowledge of Microsoft operating systems and products, with an emphasis on Windows 10, as well as Microsoft Office 365, able to operate confidently with minimal guidance
• Basic knowledge of iOS, Android mobile operating systems