Service Desk Analyst

Summary about this job

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

Our client is looking for Technical Support Analyst with experience in MS 2010-2007/Office 365/Iphone/Android devices/Sharepoint support.
 
Based in Macquarie Park | 6 Fixed term contract on salary | On site Parking.
 
The key focus of the role is to provide excellence in service to our internal customers first time, every time. Our aim is to resolve queries in an efficient timeframe whilst providing excellent customer service. The Service Desk provides 24/7 support to the business, with the Service Desk Analysts on a fixed roster.
 
You will perform 'On call Duties' 1 in 5 weeks in a 24 x 7 Service rotating roster.
 
Shifts – office hours are from:

• 06.00 AM – 02:30 PM
• 08.00 AM – 04:30 PM   
• 09.00 AM – 05.00 PM
• 10:30 AM – 07.00 PM

On call is from 07.00 PM Monday – 06.00 AM the following Monday .
 
Key Responsibilities:

• Provides excellent customer support first time every time 
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.  
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.  
• Build rapport and elicit problem details from service desk customers.  
• Apply diagnostic utilities to aid in troubleshooting.  
• Facilitating the rapid restoration of direct IS IT services to business users, including 3rd Party partner IT service restoration  
• Delivering robust provisioning for office desktop, mobility assets and other related technology (phones, headsets etc)  
• Providing a rapid and efficient resolution service to users with escalated technical issues.  
• Ensuring faults are either rectified within a specified timeframe or escalated to another support team within IS.  
• Identify and learn appropriate software and hardware used and supported by the organization.  
• Perform post-resolution follow ups to help requests.  
• Develop help sheets and FAQ lists for end users.  
• Reinforce SLAs to manage end-user expectations

Key Skills:

• Minimum 3 years Desktop Support/Field Service experience 
• Exceptional Customer Service skills  
• Experience in a IT service desk role with demonstrated technical skills  
• IT desktop and device provisioning experience  
• Multi-site environment operations knowledge  
• Sound External vendor partner management experience  
• Demonstrated planning, prioritisation and organisation skills.  
• An excellent understanding of how technology can enable business process to drive business benefit.  
• Current knowledge of emerging technology trends  
• Experience in MS 2010-2007  
• Experience in Office 365 support  
• Experience in supporting Iphone/Android devices using Airwatch  
• Experience in Sharepoint support  
• Preferable technical skills include SOE, Citrix Metaframes, Access Gateways, Secure Gateways, Microsoft Active Directory, DNS, WINS, Group Policy etc

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.