Service Desk Analyst | WFH | AU Client

Primary Objective:

The Service Desk Analyst plays a key role in directly assisting customers with resolving issues related to software, hardware, telephony, cybersecurity, internet, and network services.

Roles & Responsibilities:

Service Desk Support (60%)

• Diagnose and resolve customer issues within the agreed SLA for response and resolution times.
  

• Provide exceptional support and offer solutions to enhance security and productivity.
  

• Prioritize phone calls over emails to identify new opportunities or address additional concerns.
  

• Identify opportunities to upsell products and services (e.g., Copilot, CSAT, LastPass, DUO, SharePoint redesign).
  

• Document solutions in CW tickets and IT Glue.
  

• Offer training on new software or hardware to clients as necessary.
  

• Collaborate with third-party vendors, suppliers, and partners to resolve issues and implement solutions.
  

• Provide on-site assistance when required.
  

• Monitor KPIs and SLAs daily.
  

• Complete time sheets daily and ensure all responses are recorded.
  

Network Operations Center (10%)

• Resolve NOC tickets (including Backup) efficiently within agreed SLA times, identifying root causes where possible.
  

• Develop expertise in RMM tools (e.g., N-Able/Immy.Bot) and provide feedback for system improvement.
  

• Contribute to documentation regarding patching processes, timing, and failure protocols.
  

• Perform or monitor automated updates for firmware and software (e.g., Firewalls, Servers, Switches, Access Points, PBX, IP phones).
  

Security Operations Center (10%)

• Monitor cybersecurity incidents for Danet and its clients within SLAs, and ensure proper follow-up and root cause resolution.
  

• Respond to critical cyber-attacks and provide post-event reports.
  

• Assist with scheduled Secure Score Checks, ISO tasks, and reports (e.g., Cyber insurance surveys, internal ISO audits).
  

Project Tasks and Project Management (10%)

• Complete project tasks as assigned by the Project and Operations Manager (e.g., machine builds, tenancy configurations, data migrations).
  

Continuous Improvement and Governance (10%)

• Review and suggest improvements for documentation, ensuring the Service Desk Manual and related documents are up-to-date.
  

• Participate in training for self and team members, and recommend process improvements.
  

• Communicate proactively with team members and identify opportunities to reduce recurring issues for customers and Danet.
  

• Promote a cybersecurity-aware culture within Danet, encouraging staff to adhere to ISO policies and report risks.
  

Requirements

Attitudes and Behaviours

• Confident communicator, both written and verbal.
  

• Customer satisfaction-driven, with a strong desire for improvement and success.
  

• A continual improvement mindset with a calm and considered approach.
  

• Planned and deliberate in approach to work.
  

This role requires a dynamic individual capable of thriving in a fast-paced environment, continuously seeking personal and professional development, and driving improvements in IT infrastructure and support services.

Security and Compliance:

• Implement and manage Office 365, Azure, firewall configurations, and security solutions, ensuring compliance with IT security standards.
  

• Continuously assess and improve the security posture of the organization’s IT infrastructure.
  

Cloud Services Management:

• Manage and optimize cloud environments (e.g., Microsoft Azure, Office 365) for efficiency and cost-effectiveness.
  

• Leverage cloud technologies to enhance organizational agility and scalability.
  

Professional Development:

• Stay updated on industry trends, technologies, and best practices.
  

• Mentor junior team members and contribute to knowledge sharing and professional growth.
  

• Industry certifications (e.g., Microsoft Certified: Azure Administrator Associate, MCSA/MCSE, CompTIA Security+) are highly desirable.
  

• Experience with ticketing systems (preferably ConnectWise Manage).
  

• Familiarity with RMM systems (e.g., N-Able N-Central, JAMF Pro, ImmyBot, Kandji).
  

• Experience with backup systems (e.g., Keep-IT, StorageCraft, Cloudberry, Datto, Azure, AvePoint).
  

• Experience with telephony systems (preferably 3CX).
  

• Familiarity with documentation systems (e.g., IT Glue).
  

• Network configuration and maintenance experience (preferably Fortinet, Ubiquiti, Datto, Cisco Meraki, HP/Aruba).
  

• Office 365 and Azure administration experience.
  

• Familiarity with Intune and Autopilot.
  

• Ability to multitask and triage work effectively.
  

• Experience working autonomously and as part of a team.
  

• Knowledge of Google Workplace.
  

• AWS experience (preferred).
  

• Scripting and PowerShell skills.
  

• Familiarity with various Microsoft 365 licenses.
  

• Set-up and Location: WFH/Remote (Eventual on call after AU Shift)
  
• Work Schedule: 8:30 AM to 5:30 PM (AEST) | 6:30 AM to 3:30 PM (PH Time)
  
• Employment Type: Full-time
  

Benefits

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
  
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
  
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!