Service Desk Analyst
Fantastic opportunity to join a team of experienced professionals dedicated to providing outstanding customer experience.
Summary about this job
Help Desk & IT Support
Company: Frontline Services Pty Ltd
Location: Perth
Work type: Full Time
Salary: n\a
Phone: +61-7-8763-4440
Fax: +61-7-8732-4351
E-mail: n\a
Site: n\a
Detail information about job Service Desk Analyst. Terms and conditions vacancy
About the business and the role
Picture yourself in a fast-growing organisation leading the application of contemporary technologies, spanning home/office automation, mobility and analytics, through to cloud solutions, applications and infrastructure.
Frontline Services is an experienced, agile and pragmatic ICT consultancy, systems integrator and managed services provider.
Our clients are typically divisions of large enterprises or mid-size companies seeking to solve a business challenge, optimise a business process, exploit modern ICT capabilities for competitive advantage or drive change through technology.
As a result of continuing growth, we are seeking a Service Desk Analyst to work collaboratively with our highly talented cross-functional team.
This position is based in our Leederville office and will involve working some unsocial hours on a shift roster. There is also a 24x7 on-call component to this role.
Job tasks and responsibilities
- Respond to incoming phone calls and electronic messages from customers
- Ensuring adherence to multiple SLA's
- Assess and triage incidents and attempt to resolve them asap
- Fulfill requests following standard procedures
- Escalate any tickets as needed in a timely manner
- Provide regular customer updates on progress of their issues and requests
- Create and send service update notifications
- Oversee compliance of all tickets including those assigned to other teams
Skills and experience
- Excellent customer service and organisational skills
- Strong problem-solving abilities
- Ensure all tickets are logged with sufficient information
- Meet personal and team KPI's
- Excellent documentation skills and attention to detail
- 2+ years ICT background experience in a customer facing role
Job benefits and perks
This is your chance to build your career with a company that truly believes that it's all about working smarter, not harder. Our culture offers a flexible working environment, regular company events and an opportunity to learn and grow.