Service Desk Analyst

Summary about this job

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

• Government Organisation
• Long term contract
• Immediate Start

Job for a Service Desk Analyst with a Government Organisation based in western Sydney on a long term contract

Your new company
A Job is available at a Government Organisation based in Western Sydney for a Service Desk Analyst on a long term contract. Due to ongoing initiatives The organisation requires a service desk analyst to support their operations. Your new role Your Job as a Service Desk Analyst will be to provide Helpdesk Support for IT Issues, resolving caller requests in line with client service level agreements and accurately logging the resolution or investigative work performed into a Service Desk enterprise ticketing system.

• Provide highly developed customer service and support to users to solve incidents and minimise impact and loss of productivity due to ICT issues
• Manage competing priorities between inbound calls and queue management within the enterprise ticketing system to ensure services are delivered within expected time frames
• Clearly and accurately document activities and client experience/context within the enterprise ticketing system as a single source of truth, while following the documented format and requirements
• Contribute to organisational learning by identifying areas where existing documentation can be updated/created for the knowledge base and existing documentation libraries.

What you'll need to succeed
As well as a minimum of 1 month working on a high yield helpdesk environment you will also be required to possess the following:

• Excellent verbal communication skills in providing instructions, advising and consulting.
• Proficiency in documenting technical investigation and outcomes accurately and concisely
• Demonstrated time management skills and ability to manage competing priorities. Be able to manage self to deadlines
• Demonstrated ability to deal with issues effectively under pressure and in handling, resolving and escalating matters in crisis situations
• Demonstrated ability in handling difficult customer interactions and problem-solving while maintaining high level of customer satisfaction.
• Demonstrated ability to provide support for both hardware and software

What you'll get in return
This is a Government Job offering a long term contract with an immediate start in a great working environment as well as competitive remuneration package in a busy government agency.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.