Primary Objective:

The Service Desk Analyst plays a vital role in directly engaging customers to resolve software, hardware, telephony, cyber security, internet and network issues. The goal is to resolve all issues via phone or email at first contact and where this is not possible, research and/or escalate to senior team members for solutions. This role demands a combination of technical troubleshooting, customer service, collaboration with other team members, as well working with vendors and other third parties (ISPs etc.).

Roles & Responsibilities:

Service Desk Support (60%)

·         Ensure customer issues are diagnosed and resolved within the agreed SLA requirements for initial response time, plan and resolution time.

·         Ensure customers are given exceptional support and provided with new ideas to improve their security and productivity. Prioritise phone calls (over email) where possible to identify new opportunities or other issues.

·         Identify opportunities for up-selling products and services currently not held by customers e.g. Copilot, CSAT, LastPass, DUO, SharePoint redesign etc.

·         Ensure solutions are documented in CW tickets and IT Glue.

·         Provide training for clients on new software or hardware where required.

·         Work closely with third-party suppliers, vendors, and partners to resolve issues and implement solutions.

·         Provide onsite assistance to customers as required.

·         Daily monitoring of KPIs and SLAs.

·         Time sheets completed daily with responses recorded on all items.

Network Operations Center (10%)

·         Resolve NOC (including Backup) tickets efficiently within SLA agreed times, identifying root-cause issues whenever possible.

·         Develop expertise in RMM (N-Able/Immy.Bot) tools and provide suggestions for correction and improvement including the review and implementation of new systems.

·         Contribute to documentation for customers: what is patched, what is the scope of patching, what is the timing, what happens when patching fails etc.

·         Perform firmware and software updates as required or monitor automated updates e.g. Firewalls, Servers, Switches, Access Points, Telephony (PBX and IP phones).

Security Operations Center (10%)

·         Ensure continuous monitoring of cyber security incidents for Danet and its customers to agreed SLAs, following up with customers and determining root causes for resolution.

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

·         Assist in completion of scheduled Secure Score Checks, ISO tasks and reports. E.g. Cyber insurance surveys for customers, Dant internal ISO audit.

Project Tasks and Project Management (10%)

·         Complete Project tasks as assigned by Project and Operations Manager e.g. machine builds, tenancy configuration, module configuration, data migration.

Continuous Improvement and Governance (10%)

·         Ensure documentation is continually reviewed and make suggestions for new documentation required. Ensure Service Desk Manual (and related documents) are up to date.

·         Take part in, and make suggestions for training for self and other team members.

·         Engage in proactive communication with team members and recommend process improvements.

·         Identify areas to reduce repetitive issues for customers and for Danet.

·         Promote a culture of cyber-security awareness at Danet where staff follow ISO policies and feel comfortable to identify and record risks when found.

Selection Criteria:

Culture Alignment

Core Values:

·         Customer First, Striving for Continuous Improvement, Can Do Attitude, Passionate and Committed, Hardworking and Reliable, Trustworthy, Team Oriented.

Capabilities – Knowledge, Skills and Experience:

·         Experience with Ticketing systems, preferably ConnectWise Manage

·         Experience with RMM systems, preferably N-Able N-Central, JAMF Pro, ImmyBot, Kandji

·         Experience with backup systems, preferably Keep-IT, StorageCraft, Cloudberry, Datto, Azure, AvePoint.

·         Experience with telephony systems, preferably 3CX.

·         Experience with documentation systems, preferably IT Glue

·         Experience with network configuration and maintenance, preferably Fortinet, Ubiquiti, Datto, Cisco Meraki, HP/Aruba.

·         Experience with Office 365 administration and configuration.

·         Experience with Azure administration and configuration.

·         Experience with Intune, Autopilot

·         Ability to multi-task and triage work.

·         Ability to work autonomously and as part of a team.

·         Experience with Google Workplace

·         Experience with AWS would be a bonus

·         Scripting and PowerShell skills

·         Experience with various Microsoft 365 licenses Attitude and Behaviours

·         Confident communicator both written and oral.

·         Customer satisfaction driven.

·         Driven by the need to improve and succeed.

·         A continual improvement mindset.

·         A calm and considered demeanour.

·         Planned and deliberate approach.

·         This role demands a dynamic individual who can thrive in a fast-paced environment, continually seek personal and professional development, and drive IT infrastructure and support services improvements.

Security and Compliance

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

·         Continuously assess and improve the security posture of the organisation's IT infrastructure.

Cloud Services Management

·         Manage and optimise cloud environments, including Microsoft Azure and Office 365, ensuring efficient operation and cost-effectiveness. Leverage cloud technologies to enhance organisational agility and scalability. Planned and deliberate approach.

Professional Development

·         Stay abreast of industry trends, technologies, and best practices. Mentor junior team members and contribute to the team's knowledge sharing and professional growth.

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

Additional Job Details:

·         Set-up and Location: Work From Home

·         Work Schedule: 9:00 AM-6:00 PM (AEST) | 7:00 AM-4:00 PM (PH Time)

·         Employment Type: Full-time

All interviews and other hiring requirements are done virtually or through video calls or emails.

Benefits

Join Us and Enjoy!

·         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!

Why Join Staff Domain?

At Staff Domain, we are not just another staffing company—we are rapidly growing and transforming the way businesses leverage global talent. We offer a vibrant and collaborative work culture that thrives on innovation, excellence, and continuous learning. With offices in the Philippines, South Africa, India, and beyond, we are a truly global company that embraces diversity and encourages the sharing of ideas. We take pride in our dynamic and supportive work environment, where you’ll have access to cutting-edge technology and tools to help you excel in your role. As a member of our team, you’ll be part of a high growth organization that invests in its people and offers exceptional opportunities for career advancement. Staff Domain is the perfect place for driven, ambitious individuals who are eager to make an impact in a rapidly expanding industry.

Join us as we shape the future of global staffing solutions!

Please refer to job description.