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Senior IT Support Analyst
Job Type: Full Time
Location: NSW - Nth Sydney
Residency: Australian Permanent Residency
Job Reference: KF/1356059
Starting Date: ASAP
Closing Date: 02-Oct-2018
Rate: $NEG
Duration: N/A
Contact: Germaine Lim
  • Fantastic opportunity to build your career with a global organisation
  • Work with the latest Technologies
  • Great team environment

Knight Frank is recognised as a leader in property consultancy throughout the world, operating in 60 countries and employing more than 15,020 people worldwide.  In Australia, Knight Frank employs approximately 1,000 professionals in 26 offices. Knight Frank represents its clients in both commercial and residential markets, offering professional, agency and consultancy services.

This exciting career opportunity would suit an experienced IT support analyst with 2 years' experience. Located in our North Sydney office, you will join a national support team, covering the length and breadth of the country.

The Role:

  • Effective customer service, stakeholder management and negotiating skills
  • Be the point of contact for 2nd level resolution of incidents, problems or assigned tasks and 1st level tasks as overflow or as assigned (Must have Windows 7 & 10 experience plus Server 2013, 2016 knowledge)
  • Assist with root cause analysis following major service outages (RCA document writing advantageous)
  • High attention to detail and ability to work autonomously while actively contributing to IT projects and BAU tasks.
  • Mentor & train Technical and non-technical staff and users.
  • Conducting health checks and monitoring of systems for Knight Frank National and site specific infrastructures. (SolarWinds knowledge advantageous)
  • Identification and implementation of permanent solutions and processes to improve National Service Delivery.
  • Ongoing management of user accounts, email addresses, distribution and security groups, group policy management (Office 365, Skype for Business, Exchange 2010, 2016 and Active Directory a must)
  • Oversee and control hardware lifecycle changes, such as laptop & desktop deployments (SCCM end user experience advantageous)
  • Accurate recording of details for all incidents and service requests (must have knowledge of and have used ticketing systems)
  • Complete all Knight Frank compliance training modules
  • Promote awareness of Information Security issues (must have knowledge of antispam and proxy platforms such as Mimecast and Triton ForcePoint)
  • Potential to work outside of standard business hours  
  • Leading a safe working environment and role modelling safety at all times
  • Experience working in a activity based work environment with engagement channels consisting of phone / email and desk-side support
  • Experience in delivering services to ITIL based processes highly desirable

This role will be fast paced, stimulating and challenging. You will be providing National IT support for Knight Frank while ensuring customers' expectations are met, exceeded or escalated in a timely and efficient manner.

Approximately 70% of this role will be providing support remotely. 30% will be face to face.

The Person:

You will have two years' experience within a technical Service Desk environment.

 In addition, you should possess:

  • Formal technical certifications in relevant technologies – CCENT, CCNA, MCP
  • Relevant tertiary qualifications
  • Knowledge of service delivery principles – ITIL Foundation Certificate desirable
  • Proven ability to work independently and as part of a team
  • Strong written communication and presentation skills
  • Proven ability to proactively manage and prioritize multiple tasks
  • Conscientious and courteous
  • Attention to detail

You will be able to demonstrate a strong work ethic, a strong customer service focus and have a continued enthusiasm with a desire to contribute to the success of the business.

Knight Frank provides a supportive and multicultural environment where you can learn and develop both personally and professionally. We also offer a competitive remuneration package and additional employee benefits including EAP, salary packing opportunities and social activities.

Does this sound like your next career step?  If so, please click the link below to apply.

No agency enquires please.

Attached Position Files: No File Attached

Job Type:
an Australian or New Zealand Work Visa, Permanent Residency Status, or Citizenship
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