IT Desktop Support Analyst

19 Mar 2019
03 May 2019
Contract Type
Full Time

Who we are

At IRESS, we believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. From the world’s most established financial brands to new and disruptive players, we help improve every aspect of our clients’ businesses so that they can work better, every day.

IRESS is one of Australia’s largest technology companies and employs more than 1,900 people across Australia, United Kingdom, South Africa, Canada, New Zealand and Asia.

The Role

The IT Desktop Support Analyst will provide 1st and 2nd line support to the IRESS business ensuring that they act as the first point of contact for any technical queries aiming to resolve them efficiently.

*Will include travel to our other office in Cheltenham Office (2 days per week)

What you will be doing

  • Ensure all calls received are logged in detail within the Helpdesk System.

  • To competently troubleshoot and own technical problems through to resolution and to the satisfaction of the client

  • Escalate any high impacting incidents quickly in line with procedures whilst ensuring all relevant information is captured and passed on.

  • Focus on right first time mentality to increase first time fix rate

  • Update incident tickets with meaningful information on resolution steps keeping customer informed

  • To administer domain services and to liaise with other business departments (where necessary) in order to deliver technical improvement projects

  • Help maintain procedures that ensure personnel and client data is handled in accordance with Data Protection legislation

What you will need

  • Good working knowledge of Windows 8 and upwards as well as Microsoft Office

  • Driving licence to travel between Warwick and Cheltenham
  • Working knowledge of G -Suite including Gmail, Docs, Sheets and Slide

  • Active Directory knowledge

  • Building and management of PC / Laptop devices

  • Understanding the ITIL lifecycle (not essential)

  • Relationship building at all levels of the organisation and externally

Why work for us

  • Competitive remuneration

  • Global opportunities

  • Casual dress, flexible work policy

  • Access to learning and development programs

  • Health Benefits including Private Medical Insurance

  • IRESS Community

  • 3 days’ leave per year for charity initiatives

  • Global 36-hour hackathon

  • Cycle to Work scheme

  • 25 days holiday plus Bank Holidays

  • Profit Share Plan

  • Up to 26 weeks’ paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work.

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