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IT Service Desk Analyst

Job Title: IT Service Desk Analyst
Location: Sydney
Reference: 3016485
Job Published: October 14, 2019 12:31

Job Description

  • Botany location
  • Overtime expected
  • Fixed term contract to permanent contract

As a highly automated, 24/7 operation, we are looking for a IT service Desk Analyst to join our team, this role will involve working 12 hour shifts on a rotating roster (average 38 hours per week), including some weekends.


  • Assisting both internal and external customers, will be favourably viewed.
  • 1st level support - troubleshooting of IT related problems from in-house software, network issues, Microsoft Office applications and hardware, such as Blackberries/iPhones, Laptops, PCs and Printers.
  • Take ownership of internal staff and external customer problems and follow up the status of problems; communicating progress in a timely manner
  • Receive, log and manage calls from internal staff and external customers via telephone and email, as well as escalate unresolved calls to appropriate support team
  • Provide statistics for the weekly Service Desk report on call trends
  • Publish support documentation to assist staff with requests for information
  • Assist with in-house application testing
  • Maintaining an Asset Database and track changes
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
  • Strong verbal and written communication skills
  • Previous IT Service Desk and/or Call Centre experience advantageous, but not essential
  • Strong knowledge of Microsoft based software with emphasis on Windows 7 and Office 2010 / 2013.
  • Incident management experience – Management and ownership of incidents including business and external customer expectations and communications
  • Basic Active Directory administration skills
  • Troubleshooting Outlook 2010 / 2013 within a network environment
  • Exposure to EDI / B2B related support issues
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • Ability to work out of hours and on call as part of a 24/7 operation
Own transport desirable due to the transport accessibility

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