service desk analyst in Sydney CBD

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job details

posted
location
sydney cbd, new south wales
specialism
IT & ICT
job type
temporary
working hours
Full-Time
reference number
90M0359958_1536012160
contact
georgina horwood, randstad
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job description

Service Desk Analyst

6 month initial contract

Sydney

The Service Desk Analyst provides customer-focused, professional, and efficient L1/L2 technology support services to both internal and external technology customers.

Customer-focused and efficient technology support underpins an empowered and effective workforce, resilient and efficient operations, and strong commercial results.

The Technology Service Desk is the “customer face” of Technology, responsible for the tracking and management of incidents, and the efficient fulfilment of service requests from both internal and external customers.

The Service Desk Analyst provides a key service to employees at all levels. Additionally, it provides support to external partners, consultants and contractors and software and hardware vendors. All interactions are there to support technical/functional issues experienced by the client.

Experience required:

- 3+ years in a level 1 & 2 IT support capacity

- Experience / certification and relevant training in disciplines relevant to working on an IT service desk – especially current Microsoft end-user product suites (Windows desktop, Office, and related applications), hardware, mobile devices

- Experience using ServiceNow an advantage

- MCDST (Microsoft Certified Desktop Technician) an advantage •

- ITIL Foundation level knowledge – certification desirable

• - Relevant degree, certificate or other education in technology an advantage

- Strong oral and written communication skills – be articulate, succinct, and clear in both technical and non-technical situations. Be honest and confident in front of customers

- Strong incident, service fulfilment and problem management skills

- Resilience and appetite to learn – the Technology Service Desk is a challenging but rewarding work environment which suits individuals willing to work hard, enjoy exposure to a vast range of leading-edge and real-time technology platforms, and adapt to change

Accountabilities

- Deliver high quality and efficient first and second level technology support services to internal and external customers

- Timely and effective resolution and management of IT incidents and efficient completion of IT service requests

• - The competent management of IT problems through to completion

- Services are delivered via a Technology Service Portal, email, telephone, and face-to-face

- Demonstrate a strong customer service focus – in particular, clear communication, customer expectation management, and delivering to agreed service outcomes

- Understand, utilise, and promote ITIL principles

- Contribute to, and participate in, continual service improvement programs. Think beyond self and into the broader team

- Liaise with vendors / third parties and manage their service delivery contributions

- Contribute to furthering Service Desk knowledge, both through cross-skilling with colleagues and direct contributions to the team knowledge base

- Carry out all responsibilities consistent with ITIL best practice, defined Technology processes, company policy, and other regulatory requirements

- Conduct regular “Technology Induction” sessions to help new starters to the business get the most from investment in end-user technology

- Participate in the Technology “on-call” roster to support the resolution of critical and VIP incidents outside of normal business hours

- Identify continuous improvement initiatives where incremental improvements to products, services and process contribute to the efficiency, effectiveness and sustainability of the business

Does this role pique your interest? Please submit your CV via the link or send it directly to georgina.horwood@randstad.com.au, you can reach me on (02) 8235 3303 for further information.

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

Service Desk Analyst

qualification

none required

educational requirements

College/Pre-University