Service Desk Analyst

Summary about this job

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

Key Accountabilities:

• Provide Service Desk functions including recording, classification, impact assessment, prioritisation, escalation and assignment of work, within defined time frames.
• Ensure incidents and issues that have the potential to affect Emergency Response capabilities or Health & Safety are recorded, prioritised, escalated and monitored until completion.
• Maintain, update and verify asset records for all IT equipment moves, adds, changes and loans.
• Provide quality customer service and administrative support such as procurement, time sheet entry and reporting to supported business units.
• Resolve IT related Incidents and Requests within SLA time frames, whilst ensuring adequate coverage for other service desk functions is maintained.
• Comply with department ITIL processes and contribute to department knowledge management activities, by creating, reviewing and updating Service Desk procedures, work instructions and ServiceNow knowledgebase.

Key Selection Criteria:

• At least 3 years’ previous experience in a similar role with relevant tertiary qualification.
• ITIL Foundation Certificate and Microsoft Certification are desirable.
• Previous experience supporting MS Office and common desktop applications.
• Previous experience providing 1st Level IT support.
• Previous experience in the customer service / call centre environment.
• Excellent communication skills (verbal and written both).

If this sounds like your next challenge, please submit your resume by clicking the 'Apply Now' button. For more information please contact Smita at Clicks IT Recruitment on (03) 9963 4826 quoting reference: SB306920.