Technical Support Analyst – Level 1 and Level 2 Support

CKI Group

Job closing date: August 7th, 2020 12:00am


CKI Resources are looking for a Technical Analyst to provide Level 1 and Level 2 support to one of our clients in Melbourne.


  • Minimum 2+ years of experience of operating in a Level 1 and Level 2 technical support capacity.
  • Strong technical and administrative knowledge of Office 365 services including but not limited to: Outlook / Exchange, Teams, Word / Excel, One Drive, Sway.
  • Minimum 2+ years in technical and administrative knowledge of Sharepoint Online support experience.
  • Familiarity with ITIL processes.


  • Provide expert functional advice and technical support to users of Office 365 services and Sharepoint.
  • Deliver quality, end user focused helpdesk functions by actively monitoring, assigning, answering, tracking and assisting with customer enquiries and requests for assistance via all contact points (including telephone, email and face-to-face).
  • Undertake ownership of reported incidents, manage resolutions and escalations, track through to closure, and report regular status to management.