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Service Desk Analyst

Temporary
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.

THE ROLE:

    • 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.

    SKILLS REQUIRED:
    • 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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