I.T Service Desk Analyst

All vacancies of AustraliaInformation & Communication TechnologyI.T Service Desk Analyst

Due to changes within the IT department, we are seeking an enthusiastic client-oriented I.T Service Desk Analyst to join the team in a permanent role.

Summary about this job

Help Desk & IT Support

Company: Rexel Electrical Supplies

Location: Sydney

Work type: Full Time

Salary: n\a

Phone: +61-8-1746-3807

Fax: +61-3-7106-9591

E-mail: n\a

Site:

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

  • ASAP Start
  • Are you eager to build positive customer relationships?
  • North Ryde based

Operating in over 37 countries worldwide, Rexel provides innovative electrical solutions and equipment to improve comfort, performance, and energy efficiency for customers in the industrial, commercial and residential sectors. Rexel Holdings Australia is focused on creating value for our customers by providing a broad range of sustainable and innovative products and services across the electrical wholesaling industry.

Due to changes within the IT department, we are seeking an enthusiastic client-oriented Service Desk Analyst to join the team in a permanent role.

Your Responsibilities will include, but are not limited to:

  • Take phone call from customers of IT services and to resolve their IT issues in a timely manner
  • Accurately record all customer issues in the IT Service Management tool
  • Effectively communicate regular updates to customers on the status of their logged issues
  • Work in a cross-functional IT Services department with great collaboration and engagement to support the customer base and their IT Services colleagues
  • Take ownership of customer issues from creation to resolution
  • Use IT Services policies, procedures, and work practices to meet agreed service levels
  • Escalate customer issues to IT Services management as required for awareness and quick resolution
  • Develop strong relationships with the customer base through operational excellence in service delivery
  • Troubleshoot IT issues across the IT Services catalogue that level 1 is responsible for handling at first point of contact
  • Effectively liaise with internal second level teams and third party suppliers to ensure speedy resolution of customer issue.

To be successful in the role we are looking for a confident communicator that has experience working within an IT service desk environment.  You must be a great team player and provide excellent customer service, with the ability to develop productive relationships with the IT team, the business and third parties. You will also have the drive to want to resolve the majority of IT calls at Level 1 and share your knowledge amongst Service Desk team members.

You will also have:

  • 2 to 3 years experience within a similar IT support customer facing role
  • Must have previous experience supporting Australian business/customers
  • Strong communication skills and professional phone manner
  • Positive attitude and exceptional customer service skills
  • Sound knowledge of the Microsoft Office Suite
  • Sound knowledge of office hardware, software, operating systems, and networks
  • Working knowledge of point of sale hardware and software desirable
  • Experience with Pronto systems desirable
  • ITIL Certifications in V3 Foundations (desirable)
  • Ability to work within business hours of support (7am-7pm) and provide On-Call support on a rotational roster
  • A passion for self-improvement and a drive to grow in line with the new journey Rexel IT is undertaking

 AUSTRALIAN CITIZEN OR Permanent Resident Visa Holder only.  

If you believe this is the role for you and you meet the selection criteria, apply today to be part of the Rexel IT team.

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