IT Service Desk Analyst
Our Client is seeking to appoint an experienced Service Desk Analyst to join the existing team on a fixed term contract basis for 6 months.
Summary about this job
Help Desk & IT Support
Company: Hudson
Location: Sydney
Work type: Full Time
Salary: $65k - $75k p.a.
Phone: +61-2-1765-9780
Fax: +61-7-1495-7210
E-mail: n\a
Site: n\a
Detail information about job IT Service Desk Analyst. Terms and conditions vacancy
- Fixed Term Contract Position
- Global Brand
- Immediate start Available
Our Client is seeking to appoint an experienced Service Desk Analyst to join the existing team on a fixed term contract basis for 6 months.
Joining an existing team of 5 accountable for all information - related services, you will report into the Service Desk Manager and work within the IS Service desk team to deliver a central single point of contact for the businesses employees.
The key focus of the role is to provide excellence in service to internal customers.
The Service desk provides 24/7 support to the business and the Service Desk Analyst role will be on a fixed roster.
Key Responsibilities:
- IS advice and 1st / 2nd line support and troubleshooting
- Robust provisioning of office desktop, mobility assets and other related technology (Phones , headsets etc)
- 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 IT services to business users, including 3rd party partner IT service restoration
- 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.
- Acting as the field services analyst for the office
- The role also works closely with the other IS teams to build their skills and capability in order to strengthen the Service Desk offering and build a strong cohesive team across IS.
- Closing incidents after confirmation of satisfactory resolution with the customer in accordance with IS ITIL methodology, such as Root Cause captured, Knowledge-Base updated etc
Selection Criteria:
- Australian Citizenship or Permanent residency essential
- Experience with Microsoft 7 - 10 essential
- Strong customer service focus with a minimum of 12 months in an IT Service Desk role
- Experience providing IT support in a 24/7 operating environment - with availability to provide 24/7 on call support once every four weeks (Average around 15 calls per week)
- IT desktop and device provisioning experience
- Multi-site environment operations knowledge
- Sound External vendor partner management experience
- Demonstrated planning, prioritisation and organisation skills.
- Excellent understanding of how technology can enable business process to drive business benefit.
- Current knowledge of emerging technology trends
- ITIL Foundation Certificate desirable
- Minimum 2 years Desktop support / Field service experience desirable
- Understand service management principles, best practice ticketing techniques and understanding best-in-class IT support for the Service Desk to champion.