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Service Desk Analyst

Job Title: Service Desk Analyst
Location: Sydney
Reference: 2997539
Contact Name: Reece Richardson
Job Published: September 04, 2019 16:45

Job Description

Top ASX Listed organisation is looking for a Service Desk Analyst to join their team on a 12-month contract due to a mix of organic growth and new greenfield projects! You will be working a part of the service desk team who provide a professional IT support service to the whole firm with end-to-end management of software and hardware incidents and service requests. Tasks will be allocated to a defined roster with duties such as phone support, IT support via remote access, email support, floor walking and project support tasks as required.

Main responsibilities:
  • Understand the IT requirements of the local business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent and professional service
  • Contribute to the effective operation and management of the Service Desk to ensure it provides quality, correct and timely information and services to its clients
  • Daily tasks may include but are not restricted to
  • Support international offices with equivalent services
  • Configuration and asset management
  • Knowledge management
  • Accurate ticket logging of all IT incidents and service requests whilst managing and owning individual ticket queue within the Service Management solution
  • Point of contact for projects within the firm from inception through to "business as usual"
  • Manage end-user administration such as joiners, leavers
Essential skills and experience:
  • Highly motivated; willing to continually update knowledge and skillsets
  • Analysis and troubleshooting skills of all IT incidents
  • Flexibility: may occasionally be required to work evenings and weekends
  • Excellent communication, customer service skills and attention to detail
  • Efficient with good planning skills
  • Ability to perform well under pressure and use initiative
  • Ability to identify business-impacting incidents and escalate according to the escalation process
  • Ability to work effectively alone and within your team/group or project, under the appropriate supervision
  • Fluent in English (written and spoken)
  • Microsoft Office 365 Support & Skype For Business!
  • Work in accordance with ITIL processes and procedures
  • Microsoft Active Directory
  • AD administration
If you're interested in hearing more about this opportunity, apply now!