Service Desk Analyst
Chandler Macleod Brisbane are seeking a Service Desk Analyst to join our internal team!
Summary about this job
Help Desk & IT Support
Company: Chandler Macleod Group
Location: Brisbane
Work type: Full Time
Salary: Up to $75k p.a.
Phone: +61-8-3020-8160
Fax: +61-2-1528-2928
E-mail: n\a
Site: n\a
Detail information about job Service Desk Analyst. Terms and conditions vacancy
As one of the Australia’s largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod’s recruitment business has connected leading-edge projects and employers with outstanding business professionals.
We are currently recruiting for a Service Desk Analyst to join us in our Brisbane office supporting our very own Staffing Services, People Insights and Aurion. This is an opportunity to join a fun and friendly team who work hard but also enjoy the social aspects of work. This customer facing role is critical within IT providing a single point of contact for all business units. The role will involve learning and understanding the systems and technology that IT support, along with the appropriate support processes. It is also important that this role is seen as the customer advocate within IT.
This role supports over 1000 users across New Zealand, Australia, Singapore and Hong Kong. Starting at 11:30am and finishing at 8:00pm, you can miss the morning rush - perfect if you need to do the kids run! Whilst a large component of this role focuses on phone-based support, you'll also be involved in desktop support, project work, and network monitoring.
Reporting to the Service Desk Manager responsibilities include:
• Being the first point of contact for IT customers.
• Prioritising and logging tickets within the ITSM Tool to SLA’s.
• Liaising between Customers and L2/L3 IT Teams and Suppliers.
• Management of critical events, escalations and customers feedback.
• Working with the wider team to identify improvement initiatives.
• Identifying reoccurring incidents and trends affecting business outcomes.
• Creation of knowledge base articles and documentation as required.
The Technical Requirements
• At least a years' experience in a Level 2 Service Desk Analyst role
• Experience with AD, Cloud, Exchange and wider MS suites
• ITIL certification preferred
• Knowledge of Citrix and Office365 - would be highly beneficial
• Experience with Ivanti would be useful (Or similar tools such as ServiceNow)
The Non-Technical Requirements
• An outgoing personality - like talking to others and integrating with a wider team
• The key ability to talk technically in a non-technical way
• Clear communication skills, both verbal and written
• A high level of initiative and independent work ethic - strong time management skills are a must
If you are interested in this role, apply online today or give Chelsey a call on 07 3003 7722. Please note, to be considered for this role you must have a valid Australian work visa.