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Service Desk Analyst

VIC, Melbourne
Posted on 01.09.2017
30.00 -> 40.00 Per hour

3 Month Contract With View to Extend
Inner East Suburb
Must have experience working in a Phone Based role

Working across Victoria, our client is a statutory authority within the Victorian State Government. Due to an employee gaining another opportunity internally, they currently require a Service Desk Analyst for an immediate 3 month contract.

The primary purpose of the position of the Service Desk Analyst will be to provide First level IT support and also support the Property Services and Facilities management.


    • Provide direct customer support via phone, email, instant messaging or any defined Service Centre communication method.
    • Resolve or coordinate the resolution of all incidents and service requests.
    • Provide recording, ownership, monitoring, tracking, communication and closure of incidents and service requests.
    • Analyse incidents and service requests for correct prioritisation, classification and initial support requirements.
    • Escalate complex, difficult, contentious or politically sensitive incidents and service requests as necessary per established escalation policies.
    • Any other duties as reasonably directed by the service desk manager.
    • Act as a role model and embody the organisation's values in all day-to-day activity.

    • Good communication skills, both written and verbal, including a personable and professional phone manner and the ability to explain technical issues using non-technical language.
    • Experience working in and ITIL environment
    • Proven experience using an ITSM tool (eg. Remedy, Service Now, HP overview)
    • Demonstrated experience working with SAP
    • Demonstrated experience deploying and setting up Apple devices. ( IPads and IPhones)
    • Experience working in a complex service desk environment, with practical knowledge in providing comprehensive first level support for tools and applications such as Microsoft Office products, Citrix, printers, mobility, and IBM Notes is desirable.
    • Knowledge of Active Directory is mandatory.
    • Ability to work under pressure and prioritise multiple tasks to meet agreed Service Levels

This role represents a great chance to join our client on a 3 month contract with a possible view to extend.

To find out more about this role simply click "apply now" or call Nikki on 03 9623 6509 for a confidential chat.

How to Apply?

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