Service Desk Analyst

Summary about this job

Detail information about job Service Desk Analyst. Terms and conditions vacancy

• 1st Level support - F2F and online
• Problem solver and customer focused
• Dynamic environment, great development opportunities

Our Vision

CPA Australia's Vision is to be known as the world's leading member service organisation, and with 163,000 members across 125 countries we are well positioned to make that vision a reality.

CPA Australia is focused on delivering world class member services and driving the corporate plan to enhance the service offering and grow the membership base. Core services to members include education, training, technical support and advocacy.

The Role

You will work among a small and highly motivated team of Service Desk Analysts, responding to all IT incidents and service requests in a timely and efficient manner, to minimise lost productivity for the business. 

Responsibilities will include:

• Providing 1st line customer support for all IT services globally
• Individually or as a team member, provide initial incident diagnosis and where possible first level resolution according to SLA’s, ITIL work practices and procedures
• Ensuring there are clear processes in place for delivery of services within the Service Desk
• Following the Incident and Request Management processes, policies and procedures
• Allocating incidents and requests to the most appropriate working group for escalations
• Managing and tracking computer and mobile device

What we are looking for: 

Reporting to the Service Desk Team Leader, this role will play a key part in ensuring a highly effective Service Desk is in place to support our business operations.  In order to drive a culture of customer service we are looking for an experienced and motivated Service Desk Analyst, who will be able to make an immediate impact. This is a hands on 1st level technical support role with customer service being delivered either face to face or online. 

To be considered you will need to meet the following criteria:

• Previous experience working in an IT support role, within  a KPI focussed service centre environment
• Excellent knowledge of Active Directory, MS Exchange 2016 or above, and MS Office 2016 or above.
• Solid experience across SOE design and build.
• Demonstrated troubleshooting skills
• Track record of delivering services with agreed KPI’s and SLA’s
• Possess a strong blend of customer service and relevant technical expertise
• Excellent communication skills
• The ability to take initiative and work independently
• Qualification and \or experience of working within an ITIL framework will be highly regarded

Please note this position provides out of hours support on a rotating basis and will require occasional travel to CPA Australia sites globally.

If you are successful in this role you will have opportunities for growth and career development through regular coaching and training to ensure your skills are second to none. You will have access to CPA Australia's employee benefits, which provide special offers for products and services such as health insurance, home loans, credit cards and publications.

At CPA Australia people are at the heart of what we do. We promote and encourage a diverse and inclusive workplace where everyone can be their best.