Service Desk Analysts (x2)



Work type:



Information & Communication Technology


$300.00 per day

Job reference:


Start date:


Contact email:


Jessica Geria

  • 6 month contract roles with a view for permancancy 
  • CBD Central location
  • Work for a leading superannuation organisation

Our client is seeking 2 Service Desk Analyst to support their goal by providing a central point of contact for all users to engage Technology with the aim of maintaining excellent customer service levels for all of their users of IT services.

Key responsibilities:
  • Provide first-level contact for users via phone, email, intranet portal and face-to-face;
  • Take on primary responsibility for interacting with customers, keeping them up-to-date with status and progress;
  • Communicate planned changes to service levels;
  • Articulate IT-related policies, processes and standards;
  • Update and maintain accurate records in the ITSM system;
  • Update the configuration database (CMDB) as an integral and ongoing part of dealing with Incidents and Service Requests;
  • Ensure that KPIs are met with respect to request response and resolution times.
  • Act as the central point of contact, communication and coordination for all IT services;
  • Ensure all customer interactions are managed through to completion and accurately recorded in the ITSM system.
  • Accurately log, classify, triage and manage the lifecycle of all Service Requests;
  • Fulfil Service Requests based on documented procedures;
  • Identify and log possible Change Requests;
  • Monitor the status and progress toward fulfilment of assigned Service Requests, liaising between customers, other areas of Technology and external vendors;

To be successful in this role, you will:
  • 2+ years IT Service Desk experience
  • Experience using service desk tools for managing incidents, service requests, knowledgebase, etc;
  • Experience maintaining a configuration database (CMDB);
  • Experience with problem diagnosis, solution development, customer communication, facilitation of decision making, documentation and managing expectations
  • Knowledge and understanding of ITIL processes including Incident, Problem, Service Request and Change management.
  • Technical knowledge, understanding and ability to troubleshoot user-facing aspects of:
  • Windows desktop environment including Microsoft Office
  • Microsoft Active Directory
  • ITIL Foundation certification
  • Bachelor degree in Information Technology or a related discipline OR commensurate TAFE-level qualifications

If this role sounds like it is of interest, please apply now or alternatively e-mail

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