is service desk analyst - brisbane in Kelvin Grove

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job details

posted
location
kelvin grove, queensland
specialism
voluntary services
job type
permanent
salary
AU$ 55 - AU$ 63 per year
reference number
90M0360852_1536648635
contact
ram basra, randstad
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job description

My client who are a global not for profit organisation have an exciting opportunity that has become available for a Service Desk Analyst to join a growing team on a full time basis, initially on a 12 month fixed term basis located in Kelvin Grove. This role will be providing first level technology support to staff across all of Australia and New Zealand and therefore applicants will need to be available to work rostered schedules between 6:30 am and 9:00pm AEST.

About the role:

  • Be a single point of contact for responding to and servicing ICT issues and requests advised by staff nationwide
  • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) time frames, meeting or exceeding customer’s requirements and expectations.
  • Incidents and Service Requests are managed effectively; ensuring information is captured in the Service Desk Call Management System for future reference and analysis.
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Liaise with Information Services internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA’s.
  • Analyse urgency of requests and prioritise and manage customer expectations. Monitor all priority 1 and 2 service desk issues to ensure prompt resolution.
  • Maintain data integrity within the service desk system by carefully reviewing and ensuring all incidents and logs are appropriately categorised.
  • Document resolutions, update self-help and contribute to the creation and maintenance of knowledgebase articles where appropriate.
  • Adhere to and support IS standards, policies and procedures, with an ability to identify appropriate modifications and improvements.
  • Monitor and report on hardware, software and network resources to ensure a high level of performance, security and integrity.
  • Evaluate, configure and manage new technology to meet business requirements, e.g. iOS and Android Devices for staff use.
  • Contribute to the broader IS team in the administration of projects.
  • Liaise with incumbent IS support vendors on technical matters and events.

This is an exciting growth period for the organisation and if you are keen to understand more please send your details to ram.basra@randstad.com.au

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

skills

First Line Support

qualification

.

educational requirements

Bachelor Degree