Service Desk Technician

About the Role

We are searching for a Tier 1 Service Desk Technician to support our growing IT organization. You will join our team supporting NinjaOne's expanding employee population with timely and accurate IT troubleshooting. Use your IT expertise ofcomputer hardware, software, and network troubleshooting to identify and diagnose day to day concerns.Triaging requests as they come, you will have a team of specialists for you to escalate problem spots. You are the go-to professional offering our end-user's assistance and training enabling your stakeholders a smooth and successful technology experience.

Location- On-site at our Sydney, Australiaoffice

What You’ll be Doing

• Manage Tier 1 service desk ticket queues including:

• Ticket triage

• Ensuring tickets are properly diagnosed and resolved within our SLA

• Contribute to updating internal knowledge base articles

• Ensure processes and procedures are always followed to maintain policy compliance

• Prioritize tickets based on core concepts: such as number of users affected and business impact

• Collaborate with other Service Desk team members to continuously improve processes and procedure by providing feedback to Service Desk team leads.

• Maintain our hardware and software inventory and are responsible to place procurement requests when inventory is low.

• Ensure access requests have proper approval prior to granting permissions.

• Support escalation team with tasks linked to projects/KTLO service desk.

• Other duties as needed.

About You

• Manage Tier 1 service desk ticket queues including:

• Ticket triage

• Ensuring tickets are properly diagnosed and resolved within our SLA

• Contribute to updating internal knowledge base articles

• Ensure processes and procedures are always followed to maintain policy compliance

• Prioritize tickets based on core concepts: such as number of users affected and business impact

• Collaborate with other Service Desk team members to continuously improve processes and procedure by providing feedback to Service Desk team leads.

• Maintain our hardware and software inventory and are responsible to place procurement requests when inventory is low.

• Ensure access requests have proper approval prior to granting permissions.

• Support escalation team with tasks linked to projects/KTLO service desk.

• Other duties as needed.

About Us

NinjaOne automates the hardest parts of IT, empowering more than 17,000 IT teams with visibility, security, and control over all endpoints. The NinjaOne platform is proven to increase productivity, while reducing risk and IT costs. NinjaOne is consistently ranked #1 for its world-class support and is the top-rated software on G2 in seven categories including endpoint management, remote monitoring and management, and patch management.

What You’ll Love

We are a collaborative, kind, and curious community
We prioritize your work/life balance offering a hybrid work environment and free in-office lunches throughout the week
We reward your work with opportunity for growth and advancement
Grow personally and together with one of the fastest growing companies globally
Develop your skills through our renowned training platform
Receive competitive compensation
Collaborate with an amazing international workforce

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