Senior Service Desk Analyst
Exciting opportunity to join Australia's largest freight rail company!
Summary about this job
Help Desk & IT Support
Company: Pacific National
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-8-5451-4857
Fax: +61-3-8086-1659
E-mail: n\a
Site: n\a
Detail information about job Senior Service Desk Analyst. Terms and conditions vacancy
About Us
Pacific National is one of Australia's largest rail providers. We handle and haul millions of tonnes of agricultural and resource commodities, retail goods, manufacturing products, construction and other materials that keep the region's economy, businesses and households running. We employ around 4000 people in over 100 sites across Australia. Join our team as we continue to strive to become market leaders in logistic services that connect businesses and their markets across Australia.
The Opportunity
The Senior Service Desk Analyst is responsible for providing advanced level of technical and business functional support to Pacific National end-users and their associated equipment and applications.
Reporting to the Service Desk Analyst Team Leader this role will act as the business partner and conduit between the Service Desk, Business Customers and Senior IT Management, as well as being the escalation point where difficult or controversial calls are received.
Key responsibilities include:
- Provide expert and creative solutions to user problems of complex/level 2 support nature to ensure user satisfaction and productivity
- Incident Analysis, trending & identification of problems. Linking incidents with problems and escalating these problems to appropriate support teams
- Research, resolve, and respond to highly complex questions in accordance with current standards. Act as a level of escalation for user problems within the help desk
- Play a lead role in identifying trends and common problems with incidents and ensuring appropriate action to resolve it taken
- Work to continually improve Service support processes and procedures to facilitate continuous service improvement
About You
With demonstrated experience working within a large complex enterprise service desk environment, you will also possess the following skills and attributes:
- Proven experience uplifting Technology Service Desk capability and Self-Service Tools
- Exceptional organisational skills with the ability to prioritise and multi-task; whilst dealing with ambiguity
- Strong ITIL; Service Management framework and Service Delivery framework experience – related to Service Desk metrics and KPI
- Ability to lead and motivate team members, and coach when required
- ITIL certification
- Strong technical skills set – citrix/cloud will be highly regarded
The Benefits
Our culture embraces diversity and flexible work options. Working for us will put you in a strategic position with your career, with opportunities for growth and development along with financial and non financial benefits, such as paid parental leave, opportunity to purchase additional annual leave, discounts on health insurance, travel and more.
We're looking for people who share our values of Safety, People & Teamwork, Customer and Performance, and live these values through open and honest communications, personal accountability and respect.
We embrace diversity in our workforce and encourage everyone to apply.
Closing Date
Applications close on 31 July 2018.
Next Steps
Are you ready to be part of our future?
To apply, please click on the 'Apply' button below and follow the prompts.
To find out more about careers with us, our benefits and the opportunities we offer, visit our careers page www.pacificnational.com.au/careers
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