Service Desk Analyst

Summary about this job

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

• Top Secret Positive Vetting (TSPV) Security Clearance Required
• Salary $70k package

The Role:

• Perform 2nd Level server Administration and desktop support to customers 
• Perform account creations on UNIX, CITRIX and Windows-based operating systems
• Maintain the Help Desk standards 
• Assist Service Delivery Manager when required with reporting and technical advice
• Update distribution documentation for current Level 2 Support staff
• Monitor systems through the use of system management tools and alert as required
• Create & monitor jobs /queue and update as required
• Comply with configuration and system support procedures
• Provide escalation for calls to 3rd Level Support providers
• Advise the Team Leader / Service Delivery Manager on issues
• Notify Team Leaders and Service Delivery Manager of outstanding issues requiring management escalation
• Develop procedures required to improve support of users

Skills Required:

• Hold a current Security Clearance at the TS (PV) level and be eligible for additional clearances
• Tertiary qualifications or equivalent practical experience
• Strong knowledge of ITIL and its implementation
• Knowledge and demonstrated skills in ITIL compliant Incident Management Tools
• Solid oral and written communications skills
• 2 years desktop support experience, and\or helpdesk experience
• Experience supporting Microsoft Office applications within a Windows environment
• Proficient knowledge of the operation and maintenance of computer equipment
• 2 years CITRIX Administration Experience
• Understanding of Microsoft Exchange
• Basic Understanding of SQL
• Demonstrated ability to work as a member of a small integrated team to meet assigned goals
• Ability to work between hours of 7am to 7pm and perform on-call duties as required

Due to the security requirements of the role, candidates MUST BE AUSTRALIAN CITIZENS and MUST hold a current TSPV Security Clearance. Only candidates who indicate they hold is clearance will be contacted.