Service Desk Analyst



Work type:



Information & Communication Technology


$32.88 - $36 per hour

Job reference:


Start date:


Contact email:


Marissa Gough

I am looking for 3 customer focused Service Desk Analysts to join this well established business based in the CBD. This will be an initial contract through till February 2018 with highly likely extensions there after. You will be focusing predominantly on level 1 ticket support requests in a bustling environment, the successful candidate will provide a valued service to internal customers with focus on customer satisfaction.

In this position your key responsibilities will include the following;
  • Provide IT phone support with a focus on customer satisfaction
  • Provide services within agreed service delivery time frames
  • Track all recorded requests and incidents to successful conclusion
  • Ensure tasks are completed to agreed customer requirements
  • Coordinate and monitor day to day activities, to meet agreed service offering definition metrics (SLAs)
  • Provide helpdesk / phone support as part of the Service Desk call centre
  •  Work through tickets with team members in order of prioritisation
  • Configure, deploy, and support PC, printer, thin client, and RF devices
  • Setup and support deskphone, mobile phone, smartphone, and tablet
  • Perform user creation and termination
  • Contribution to knowledge base by documenting solution articles
  • Handle and resolve customer queries and issues
To be successful in this position you will have the following key skills and experience;
  • Experienced supporting desktops / laptops in a corporate environment 
  • Experience working within a fast paced environment with a high volume of in-bound calls
  • Experienced supporting a range of mobility devices - mobile phones, smartphones, tablet, etc
  • Experienced supporting MS Office suite including Outlook, Word, Excel, PowerPoint
  • Experienced in the use of an incident management tool, e.g. Service Now or Remedy / RemedyForce / HEAT
  • Exposure to the processes of Incident, Problem, Change and Configuration Management
  • Experienced working in team environments
  • Experienced dealing with all levels of users
  • Ability to prioritise workload and ticket's
  • Excellent written and oral communication skills
  • Excellent presentation and customer facing skills
  • Relevant Industry Certification - Degree or Certificate IV in Computing highly desired
  • ITIL certification an advantage
If you are an Australian Citizen or Permanent Resident and have a customer focused friendly personality, then you are encouraged to Apply via the link provided.

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