Service Desk Analyst

Location: Melbourne
Job Type: Contract
Reference: 2788558
Service desk analyst is responsible for providing IT support for all employees through the resolution and escalating level 1 IT issues including hardware, applications and email. Educate and support users around their IT issues and assist with incidents and route cause analysis.
  
  Key Responsibilities:
  • Provide first level, and where possible second level, support to all staff 
  • Excellent communication and interpersonnel skills with a drive to provide a professional positive, helpful, courteous and high level of customer service
  • Log all requests maintaining data integrity within the IT Service Desk management tool
  • Analise incidents and problems, identify faults and assist to restore normal service to ensure minmum disruption to the business.
  • Escalate as required oncall and other enquiries to other staff or third parties as required
  • Identify and escalate issues when required, ensuring SLA agreements are maintained
  • Liaise directly with customers, providing a positive and helpful approach to customer service
  Key Requirements:
  • Minimum 2 year experience of in a service desk role within a KPI focused environment
  • Experience with Microsoft Windows, Active Directory, MS Office and O365 Outlook /Exchange / OneDrive / InTune / Skype (Lync) / SharePoint
  • Strong knowledge of ITIL Support Processes
  • Experience with Servicenow is desirable
  • Experience with LAN, WAN, Networking / Network Administration - TCP/Networks would be an advantage (not mandatory)

If this sounds like your next opportunity then please apply.

For any further information please contact Chris Fresi on 8637 7308 / 0426 834 545