Service Desk Analyst Au Client

SERVICE DESK ANALYST

WHAT IS A / AN SERVICE DESK ANALYST

Our awesome client, a leading IT Services company based in Australia is looking for a / an Service Desk Analyst to be part of their accounting team.

desktop tools and is the single point of contact for customers.

The Service Desk is responsible for ensuring that all incidents reported are categorised and allocated

efficiently and correctly.

The Service Desk liaises with the engineering team to ensure any incidents that cannot be resolved at the

1st / 2nd level are appropriately escalated.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES

Provide 1st and 2nd level technical support answering support queries via the telephone / service desk

system, using remote desktop tools.

Act as a further escalation point for unresolved or escalated calls

Take on a wider customer service role and promote the customer service ethic to maintain a high

degree of customer service for all support queries and adhere to all service management principles

Report to senior managers on any issue that could significantly impact the business

Attend Change Advisory Board meetings

Take responsibility for incident management and request fulfilment on the Service Desk

Take ownership of user problems and be proactive when dealing with user issues in line company SLA's

Ensure all calls / support requests are logged in the Service Desk logging system

Respond to enquiries from clients and help them resolve any hardware or software problems

Allocate more complex calls to the relevant IT Support member

Arrange for Vendor technical support where problems cannot be resolved in house

Communicate to customers using terms that are clearly understood and consistent with those used by the company

Assist the engineering team with project related activities when required

WHAT ARE WE LOOKING FOR

3 to 5 years experiences that related

Outstanding communication skills and the ability to communicate with people at all levels of the business.

Strong initiative and a problem-solving mindset.

A demonstrated focus on customer service excellence

Excellent communication skills

Working knowledge of ITIL processes (Good Network troubleshooting skills)

Ability to provide leadership in customer service and customer communication

Confident and can do attitude

Outstanding Time Management

Excellent telephone manner

Logical Thinker

Good Network troubleshooting skills

Experience with PSA & RMM tools

Windows 10 management & troubleshooting

Windows Server administration skills - Intermediate

Cloud platform administration experience (GSuite & Office365)

SERVICE DESK ANALYST