Service Desk Analyst | Aged Care | Armadale

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Detail information about job Service Desk Analyst | Aged Care | Armadale. Terms and conditions vacancy

We are currently looking for a full time Service Desk Analyst to work at our Regis Head Office in Armadale. The Service Desk Analyst is responsible for responding, analysing, managing and resolving service desk requests, incidents, problems and change requests. Responsibilities include updating the Service Desk application, as well as communication with stakeholders as required whilst maintaining ownership of the request through to resolution and root cause identification.

They will also work closely with a variety of internal and external stakeholders to support all IT related escalations across the Regis Group.  They will track and resolve IT escalations in a timely manner.  They will also undertake support the root cause analysis of IT escalations to ensure repeat escalations do not occur.

Your role will include, but not be limited to:

• Provision of first level support for all IT related requests and faults logged at the IT Service Desk
• Administration of system user accounts and access levels
• Contribution and adherence to IT policies and procedures
• Ensure that essential daily maintenance and monitoring procedures are carried out
• Undertake hands-on remediation and preventative maintenance all aspects of the IT environment.
• Level 1 Application Support
• Allocation, setup and maintenance of IT equipment (including Loan equipment)
• Update and maintain the Asset\Configuration Item database
• Recording and resolution of incidents in the IT Service Desk logging system
• Resolution of incidents in the IT Service Desk logging system
• Ensure all Service Desk activities have detailed information and to enable a quick resolution and for trend analysis
• Collaborate and co-ordinate with operational teams, direct reports, other team members and relevant Regis departments to achieve optimal business outcomes; ensure appropriate two-way information transfer
• Develop and present professional, accurate and targeted communications: briefings, documents and presentations;

The desirable candidate will have:

• Detailed cross-functional knowledge of the IT environment, technologies in use and their associated support requirements.
• Proven high level problem solving ability.
• Experience in working with, negotiating and managing third party service providers to deliver support outcomes
• Ability to engage at all business levels and success in managing and forging strong relationships with key internal and external stakeholders.
• Demonstrated ability to build IT technical documentation
• Professional Telephone manner
• Proven knowledge and application of ITIL framework
• Ability to prioritise and execute tasks in a time and resource constrained environment
• Organised and methodical ability to multi task
• Excellent written and verbal communication skills; personal presence
• Able to effectively communicate with a broad range of stakeholders (i.e. frontline to Executives)
• Ability to convert complex language and concepts into everyday language to suit varied audiences
• High level of computer literacy
• High level of accuracy and attention to detail whilst maintaining efficient use of time
• Good relationship skills with stakeholders; able to secure their time and attention
• ITIL Foundation in IT Service Management
• 2 Years Experience working in an IT Service Desk
• Previous experience working in a Citrix based environment
• Experience in working with external IT vendors
• Preferred Degree Level qualification in Information Technology,  Engineering, Computing  or related discipline

To be successful in this role you will need to have superior customer service skills and will also have experience in a large scale Service Desk environment. You must also have excellent technical and investigative skills for effective trouble shooting.

This role is a Monday to Friday role with occasional need for evening or weekend work as required for business priorities. Flexible hours within core business hours of 8am – 6pm.

This role also requires travel to Regis facilities around Australia on a regular basis.

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