Service Desk Analyst

Date Posted: 1 Feb 2024

Company Overview

Headquartered in Sydney, BSA is a publicly-listed company on the Australian Securities Exchange, proudly 100% Australian owned and operated. With a robust team of over 300 employees, we provide design, construction, management, maintenance, and field services solutions for fixed and wireless networks, smart metering, EV charging infrastructure, and residential and enterprise connectivity services.

Key Features of BSA:

  • Experience and Expertise: BSA has a rich history of providing technical and workforce management solutions, drawing upon years of industry experience.
  • Clientele: Our clients include some of Australia's foremost organisations, benefiting from our tailored and adaptable services.
  • National Workforce: BSA boasts its own substantial national workforce complemented by strong subcontractor relationships, ensuring a comprehensive and reliable service.
  • Leadership: Guided by a robust and experienced management team, BSA operates with a commitment to excellence and client satisfaction.

Diversity Statement

BSA values diversity and inclusion, fostering a workplace culture that respects unique perspectives and talents. As a leading technical services company operating across Australia, we recognise diversity's pivotal role in driving innovation and team success.

We are a proud equal opportunity employer, actively promoting diversity in recruitment, development, and promotion processes and ensuring an inclusive environment where everyone can thrive. "We embrace diverse thinking and solutions" is not just a value but a guiding principle that permeates every aspect of our operations.

By championing and embracing differences in gender, ethnicity, age, sexual orientation, and abilities, we create an environment where every employee feels valued, respected, and empowered to reach their full potential.
Our commitment extends beyond internal operations to the broader community, contributing to a vibrant company culture and enriching our ability to address industry challenges.
We encourage Indigenous and Torres Strait Islander candidates to apply.

Position Purpose

In this role as a Service Desk Analyst, you will provide 1st and 2nd level support to the organisation where you will diagnose and troubleshoot incidents and requests in an efficient and effective manner to meet the Group Technology Service Levels.

You will provide in-person, remote and over the phone IT support for all Technology related enquiries and will be required to have strong quality of service and effective communication skills with diligent ownership of your tasks.
Position Responsibilities and Duties
Service Delivery

  • First point of contact for phone calls and emails from staff regarding IT issues and queries.
  • Receive, log, and manage support calls from BSA employees and contractors via telephone, walk-ups and email in the Service Desk Management System.
  • 1st and 2nd level support of IT related incidents and requests ranging from general software, in-house applications to IT hardware, such as Laptops, Smartphones and Printers.
  • Respond to incidents and requests for technical assistance in-person, via phone or electronically.
  • Rostered on-site support located at our Lidcombe and Chatswood offices.
  • Troubleshoot basic network issues such as internet, Wi-Fi, and VPN access.
  • Maintaining an Asset Database and track changes.
  • Liaise with external vendors for purchasing and support of IT hardware/software
  • Accurately escalate unresolved calls to 3rd Level resolver teams.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Provide basic in-house training in Microsoft Office software used within BSA (Word, Excel, Outlook, PowerPoint).
  • Provide basic in-house training in in-house BSA applications such as M365, Salesforces, and Pronto.
  • Contribute to up-to-date content and information management of Technology Services Catalogue.
  • Contribute to the creation and maintenance of Service Desk support documentation.
  • Access administration tasks including new employee system accounts, reset passwords, access to network resources, and email groups etc.
  • To arrange for external technical support where problems cannot be resolved in house.

Information Security

  • Apply the Information Security standards, procedures, and best practices are followed whilst performing the duties of the role, such as (and not limited to):
    • Access administration and support of BSA employees and contractors across multiple applications and portals.
    • Setup, enrolment and configuration of Laptops, Smartphones, and other IT devices.
    • BAU operations, support, and maintenance of the BSA ICT environment.
  • Proactively and immediately report and where practical rectify identified information security issues, problems, and vulnerabilities, in accordance with BSA standards and procedures.

Education and Qualifications

  • Relevant tertiary ICT qualifications or equivalent industry experience.
  • ITILv3 or v4 Foundation qualified (ideal)

Skills Knowledge and Experience

  • Excellent customer service skills
  • Excellent communication skills both verbal and written
  • Degree in IT or competent knowledge in Information Technology / Microsoft environments
  • Exposure / understanding of ITIL would be highly regarded
  • Ability to diagnose IT related hardware issues. These may include (but not be limited to) Laptop, Desktop, Apple mobile and Android devices.
  • Self-starter and able to work independently as well as be a team player
  • Strong attention to detail and time management skills
  • Positive can-do attitude and flexibility of approach.

Why work with us:

  • A competitive salary package
  • Paid Parental Leave benefit
  • Flexible work arrangements
  • Health & Wellbeing program
  • Employee Assistance Program
  • Learning and Development opportunities

Join us in our journey toward a diverse, inclusive, and supportive workplace where everyone is valued and respected. We look forward to reviewing your application.
BSA Group acknowledges the Traditional Owners of country throughout Australia and recognise their continuing connection to land, waters and community. We pay our respect to them and their cultures; and to Elders past, present and emerging.

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