Support Analyst

Support Analyst


New South Wales

Work type:



Information & Communication Technology


$32 - $35 per hour

Job reference:


Start date:


Contact email:


Pinki Verma

Support Analyst (24/7 support) (between 2pm - 6am - Monday to Friday and full days/nights Saturday & Sunday, rotating roster)
  • NSW Government Organisation
  • Parramatta location
  • Immediate Start available.
  • Initial contract until May 2018
Primary Purpose
The Level 1 Analyst provides Service Desk Support by resolving clients incidents and accurately logging the resolution or investigative work performed into a Service Desk database.

 Key Accountabilities
  • Understand how to use the phone system and use as directed
  • Actively attend debriefing of escalated calls
  • Attempt to resolve 70% of all incidents logged before transferring to a Level 2 or 3 specialist
  • Transfer an incident to a level 2 or 3 specialist if at the end of 15 minutes a resolution has not been found unless advised otherwise by the Level 1 Team Leader
  • Ensure that previously undocumented incidents that have a resolution are forwarded to the Service Delivery Team to be entered into the Knowledge Base
  • Monitor queues to ensure SLA's are achieved and contractual arrangements are satisfied
  • All resolutions are to be confirmed & tested with the customer to ensure that the problem has been resolved and that the customer is satisfied with the resolution of their issue.
  • Where calls are assigned to external vendors or other support groups outside of the organisation, it will remain the responsibility of the level 1 agent to manage the call and vendor to ensure resolution targets are not breached.
Key challenges
  1. Good Knowledge in supporting of PC/LAN including client server applications, web applications, Microsoft applications and operating systems, Remote control technologies. Proficiency in the use of all MS Desktop products
  2. Demonstrated experience in working to service level agreements (SLA) and Key Performance Indicators (KPIs) within a front line call taking arena.
  3. Relevant experience in a Level 1/2 helpdesk role. Demonstrated Strong analytical and problem solving skills. Demonstrated quality customer service with regards to support services.
  4. Excellent communication (oral / written), negotiation and consultative skills. Proficiency in documenting results of technical and other investigations
  5. Demonstrated ability to deal with issues effectively under pressure and in handling, resolving and escalating in crisis situations.
  6. Ability to work a 24/7 - 365 day rotating roster.  Rotating roster may also involve potential for an out of business hours "on call' arrangement.

Experience in NSW public sector is highly desirable but not mandatory.

To apply, please submit your application in WORD format ONLY to Pinki Verma at Talent International by clicking the "Apply Now" button below.


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