Service Desk Analyst

Summary about this job

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

Role - Service Desk Analysts

Location : Perth
Duration : 6 months' contract

Role & Responsibilities   

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone, email, chat, voice mail, self-service etc.
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware
• Escalate unresolved calls to the infrastructure support teams
• Log all calls in the Service Desk ticketing tools such as ServiceNow, BMC Remedy, HPSM etc.
• Identifying the issue and categorizing / prioritizing the incident and service requests
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Ability to communicate (written and verbal) technical issues and resolutions in a way that non-technical customers can understand
• Ability to provide guidance and coaching to customers to enable self-help or self-resolution of issues if they occur again.
• Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Being compliant to all process and procedures
• Understand the SLA/SLOs of the accounts and work accordingly to deliver service to customers.

Technical Skills (Core & Top-Up) 

• Experience working in large organisations (2000+ users) in a Service Desk capacity
• Knowledge and experience with Microsoft Operating Systems (Win10, Win8, Win7) and Microsoft Office Suite
• Strong computer literacy skills with an emphasis on software knowledge, Installations. Microsoft Applications, Internet and Internet protocols
• Basic computer abilities with the understanding of terminology and functionality
• Knowledge about Active Directory, Exchange Mailbox, Remote desktop connectivity
• Support for laptop, desktops and Printers              
• Exposure in ITSM ticketing and monitoring tools

Behavioral Skills 

• Good Communication skills in Business English – spoken and written
• Customer service focus
• Team player
• Collaborative working
• Flexibility to work in 24 x 7 environment; shift operations
• Ability to work under pressure and against time lines, SLAs
• Handle high workloads and volumes
• Detail orientation
• Sound problem analysis and problem-solving skills      

All applicants should have full working rights in Australia

To apply, please submit your resume ASAP for immediate consideration or email [email protected]

Only shortlisted applicants will be contacted for this role.