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IT Service Desk Analyst (Professional Services)

Job Title: IT Service Desk Analyst (Professional Services)
Contract Type: Permanent
Location: Sydney
Reference: 3290138
Job Published: June 28, 2021 17:16

Job Description

Leading global firm is looking for an IT Service Desk Analyst to assist with the delivery of high quality customer service & support. You will work as part of a team to trouble-shoot and resolve first and second level IT queries from partners, senior managers and staff.

Your Responsibilities:

  • Provide 1st and 2nd level support to staff
  • Provide a high level of customer service for incoming phone calls and requests through the call logging system
  • Manage incoming support tickets through the use of ServiceNow
  • Troubleshoot software and hardware issues
  • Identify problems which require additional expertise and take appropriate action
  • Collaborate with other IT teams and employees to identify and resolve issues
  • The technologies covered include: Windows 10, MS Office 365, MS Outlook, MS Teams and Teams Calling, Azura, ServiceNow

Your Requirements:

  • Previous experience in professional services
  • Experience in Windows 10, MS Office 365 and ServiceNow
  • ITIL Certification
  • MS Certification
  • Excellent written and verbal communication skill
  • Strong time management skills
  • Experience working in a service desk environment with support provided in person and over the phone handling a variety of Level 1 and Level 2 queries

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