Service Desk Analyst

Summary about this job

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

Our client is looking for Service Desk Analyst who will be responsible for providing a responsive, high quality and expert level of customer service and technical support users by diagnosing and troubleshooting problems in an efficient and effective manner to meet the IT department's operational objectives.
 
You may be required to participate in the on-call and after hour's roster and additionally, travel to locations for work purposes both within the state and/or interstate may be required from time to time.
 
6 months contract with a view to extend based in St Leonards.
 
Skills Required:

• Minimum of 4 years' experience in a high level IT support role or helpdesk/ service desk environment
• Proven expert analytical skills with the ability to identify and manage customer issues and contribute to the development of high level solutions, whilst managing customer expectations 
• Demonstrated hardware diagnostic skills 
• Demonstrated working knowledge of core and non-core applications 
• Demonstrated high level of interpersonal and communication skills 
• Proven ability to work effectively in a team environment and independently as required 
• Strong customer service skills and a commitment to excellence 
• Ability to complete tasks within designated timeframes 
• Computer literacy across the Microsoft office suite of programs, Windows desktop and Windows server operating systems 
• Previous experience working in a health care environment 

Key Responsibilities:

• Provision of expert, responsive and high quality Tier 1 and 2 support and problem resolution for application software, commercial and in-house, in accordance with agreed service levels
• Provision of responsive and high quality Tier 1 and 2 hardware support and problem resolution, in accordance with agreed service levels 
• Accept support requests including creation of IT Incidents, and coordinate fulfilment of Incidents 
• Perform initial analysis, prioritisation and resolution of Tier 1 and Tier 2 service requests, referring to Tier 3 support or third party providers as appropriate 
• Perform and coordinate end to end Tier 1 and Tier 2 service request fulfilment and Incident management processes to ensure service requests and Incidents are completed within specific timeframes 
• Effectively categorise, communicate and negotiate the priority of service requests and Incidents 
• Provision of feedback to customer sites on the status and progress of requests and updating the Incident status accordingly 
• Act as a senior resource for less experienced Service Desk Analysts and provide guidance and information in a supportive environment to encourage learning 
• Lead and role model customer focused behaviour by delivering the highest standards of service to customers and stakeholders 
• Ensure technical capability for delivery of IT services is optimised by the development of relevant skills and the sharing of information and knowledge within team members 
• Contribute to team direction and achievement of team outcomes by consistently achieving agreed performance standards in order to foster a culture of performance excellence and positively influence IT department outcomes 
• Maintain documentation and ensure adherence to IT policies and procedures 
• Maintain positive, professional and productive relationships with customers, stakeholders and other IT staff 
• Act on behalf of State IT Service Delivery Manager and / or Team Leader if requested 
• Monitor the performance of local offices's IT Infrastructure and ensure daily backups complete 
• Regular site visits to local office's to provide personalised support and ensure the ITC infrastructure is maintained in optimal condition in a secure environment

If you have the required experience, please hit Apply Now or send an updated CV in word format to [email protected].
 
Please note only successful candidates will be contacted.