Service Desk Analyst (Level 2)

Summary about this job

Detail information about job Service Desk Analyst (Level 2). Terms and conditions vacancy

• Permanent Opportunity
• Level 2 Service Desk
• Brisbane Inner Suburbs

Permanent opportunity to work within an established company with a strong and supportive management structure. You will deliver a consistently high standard of Level 1 and 2 Service Desk support to various business clients.

Responsibilities:

• Deliver the highest standards of customer service at all times, ensuring client Service Level Agreements are met or exceeded.
• Ensure accurate and timely entry of data and content (Service Desk Tickets & Service Orders).
• Troubleshoot and diagnose problems, closing and/or escalating support calls in a timely manner.
• Assist in providing improvements to policies and procedures in relation to Service Desk and IT service operations.
• Log all incidents/requests in an ITIL compliant tracking system.
• Participate in the ‘on-call’ roster for the delivery of service to all clients outside of normal working hours.

Experience:

• Sound technical understanding and experience in desk-side IT support and Service Desk support roles to a (minimum) Level 2 standard.
• Experience working in an ITIL aligned / highly compliance driven environment.
• Highly developed interpersonal skills and customer service ethic.
• Demonstrated ability to effectively manage competing workloads and the ability to take ownership of problems and work effectively to find solutions.
• Advanced in the use of Microsoft Office suite of applications (Word, Excel, PowerPoint etc.)
• Demonstrated experience in an IT outsourcer/ MSP would be highly regarded.

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