Service Desk Analyst

Summary about this job

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

Chermside
Permanent Full Time

Service Desk Analyst

Wesley Mission Queensland (WMQ) is a large and dynamic organisation with more than 65 locations throughout South East Queensland supporting 100,000 Queenslanders every year. As a not-for-profit organisation with over 100 years' experience in delivering aged care, Wesley Mission Queensland has a history steeped in hope, respect, compassion, empowerment, innovation, justice and integrity. To learn more about our organisation, please see www.wmq.org.au & https://www.youtube.com/user/wmbmedia.

The Business Solutions Group is a high performing team that provides solutions for the business, supported by systems and technology. This includes functions such as Service Desk Support, Applications Support, IT Governance, Information Security and Project Management. This role is to ensure the delivery of a positive customer experience through the provision of timely and accurate IT support, based on IT Service Management best practices.

Key Responsibilities Include:

1. Provision of 1st level incident management for core business applications, desktop software, desktop and network hardware and networking issues.
2. Comply with audit and system requirements, work within the governance frameworks, comply with all associated contractual arrangements and ensure that all activities are aligned with industry standards, WMQ guidelines and policies, IT security requirements and relevant codes of good practice.
3. Ensure that all 1st Level Service Desk support and incident management is documented and recorded in the Service Desk knowledge base.
4. Ensure that updates to users' incidents and requests are documented in the case history in a timely manner according to quality standards.
5. Undertake daily health checks / operational tasks as scheduled, with method of check documented.
6. Ensure compliance with departmental and organisational policies (i.e. change control, IT security standards, release management, incident management).
7. Provision of high quality support of IT Services to ensure that agreed performance targets and organisational requirements are met.
8. Applications must address the 'Qualifications, Knowledge and Requirement' for this role (contained within the attached position description) and are to be submitted online at www.wmq.org.au by 4pm, 7th August 2018. 

Wesley Mission Queensland's Vision is a compassionate, just and inclusive society for all.  We are committed to EEO, OH&S, Ethical Practices and the principles of Cultural Diversity.  We are a preferred employer for older workers.  Successful applicants are expected to abide by the WMQ Code of Conduct.  Relevant criminal record checks will be undertaken on recommended applicant.  To view our Privacy Policy, please click here.  Salary Packaging is available to permanent Staff to enhance remuneration.

Enquiries: Trevor Yarwood
Ph: (07) 3621 4523
Applications Close: 07/08/2018

To view the position description or submit your application please click the 'Apply Now' button below.