It Service Desk Analyst

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Introduction:
Acumentis provides decision certainty.

Certainty to our clients through the unique services and advice we offer across all property classes, nationwide.

Certainty to our employees, knowing that their personal and career development is valued and prioritised.

Certainty to our investors, as Australia’s only independent property valuation and advisory services firm listed on the Australian Stock Exchange.

About Us

At Acumentis, we're committed to creating opportunities and fostering inclusion within our workforce. Being an independent Australian Stock Exchange listed national company, our supportive national network spans over 350 team members across 45 regional and metropolitan locations throughout Australia.

We take pride in upholding our Guiding Principles and expect the same from our new team members. We lead by example and Never Quit. We hold ourselves accountable and Walk the Talk. We support our internal team, liaise directly with external stakeholders, and Support Our People and Clients. We act fairly and reasonably, embracing Equality of Opportunity. We are committed to developing our people into highly skilled, well-regarded professionals through mentoring and development pathways across all property types and sectors.

Description:
About the Role

We are seeking an enthusiastic and motivated team player who is excited to learn and exceed their expectations. The successful applicant will receive suited training and support to be able to thrive in this role.

Responsibilities include but are not limited to:

• Act as the primary point of contact from staff regarding IT issues, queries and requests
• Level 1 & Level 2 support
• Troubleshoot network, VOIP and infrastructure issues and liaise with suppliers
• Escalate unresolved/critical matters within the Acumentis IT Team and escalate to third party support teams where applicable
• Record all issues raised via phone/email/web in the Service Desk System (Freshservice)
• Take ownership of user problems and follow up the status to completion and communicate progress
• Maintain a high degree of customer service for support queries and adhere to Service Management Principles and SLA's
• Publishing and maintaining Knowledge Base articles for staff and IT documentation
• Contribute to and participate in current and future IT Projects
• Provide Level 1 and Level 2 application support for our core ERP system

You'll be a great fit for us if you have:

• 1-3 years’ experience in a similar role or have finished your studies and are looking for your first IT role.
• Tertiary or Industry Certification (highly desired but not essential)
• Superb customer service skills
• Excellent communications both written and verbal
• Strong knowledge of Microsoft OS's with emphasis on Windows 10/11, Windows Server.
• Office365 Web Management console and PowerShell experience
• Experience troubleshooting Citrix environments. VM server farm and session management, Citrix Published Applications Deployment, Windows Profile troubleshooting
• Exceptional ability to create and maintain working relationships with clients and colleagues

We’ll be a great fit for you if:

• You’d like an extra day of leave for your birthday, study or volunteer opportunities
• You’d like to take advantage of employee benefits such as bank partnerships, access to Employment Hero Discounts and a full wellness calendar of activities – with new benefits added each month!
• You’re looking to join a business with a strong national presence, where relocation can be supported
• You’d like a position with a strong client base and steady stream of work
• You’d like to ensure your life/work balance through flexible work arrangements
• You’d like mentoring from industry leaders to guide your career, and create a guaranteed pathway for our twice-yearly promotion program

We want to support you with your integration into Acumentis, so the right training and resources will be provided to the right candidate to get you into the swing of things in no time.

It is a condition of employment that all employees are to have a National Police Clearance (paid for by the business).

How to Apply

If working with Acumentis in this period of growth sounds like something you are looking for, please apply online via the link provided. If you have any questions regarding the role, please contact the People Team (people@acumentis.com.au). Please note, we are unable to consider emailed applications.

Looking for Something More?

If the above position isn’t quite what you are looking for, please visit our website for all our opportunities (https://www.acumentis.com.au/about-us/careers). Most of our roles have flexibility with hours and locations. If you are looking for a senior position, please apply online or email us for a confidential discussion.

Acumentis embraces and values the diversity of culture, working arrangements, sexual orientation and gender identity to ensure our workforce is representative of the community that we work within. We promote a workplace that actively seeks to include and welcome the unique contributions of all people. We embrace and celebrate the value of Indigenous people, their skills and their contribution to our organisation.