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Service Desk Analyst

Job Details

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Job Type
Danielle Wren
about 1 year ago
We are currently looking for a Service Desk Analyst (IT Helpdesk) for a 12 month contract with a large federal government organisation based in St Lucia, Brisbane.

The role:
You will be the first point of call for the departments Information Management & Technology's clients, responsible for logging and management of all tickets, providing telephone support, ticket resolution utilising remote desktop technology, and escalation to second- and third-level support for resolution where necessary.

  • Deliver first contact remote IT support to provide both response and resolution in a timely manner to incidents or requests
  • When required, deliver IT support to provide resolution in a timely manner to problems or requests that require On Site attendance. Examples include:
               o Deployment of PC desktops, laptops, LCD monitors, printers and other IT related equipment. 
               o Network Port patching
               o Software fault assistance
  • Conduct analysis, classify and transfer of service tickets to relevant support groups via the service management toolset
  • Apply known solutions to customer reported issues
  • Develop and maintain relationships contributing to virtual teams across the model to ensure the delivery of best practice service
  • Contribute positively to stimulate and promote a team approach, and develop sound working relationships with clients on a day to day basis as a representative
  • Keep management and other team members informed of progress and issues
  • Identify tasks/issues that cannot be resolved and refer them to senior CSD staff and/or Technical Specialist Teams
  • Develop, maintain and expand individual skills which are of benefit to the services delivered by IMT and that contribute to the skill set of the CSD Team
  • Train and mentor more junior staff members.
  • Assist with IMT project work as directed
  • A formal tertiary qualification in an Information Technology field, or equivalent Information Technology experience.
  • Demonstrated experience in a customer service environment and supporting a broad range of IT services, including: Network Services, videoconferencing, telephony, Windows based environments, Active directory, PC hardware and software installation, troubleshooting etc.
  • A strong service delivery focus, including excellent oral and written communication skills and effective interactions with clients regardless of their levels of IT skill and experience.
  • A proven track record as team player showing initiative, self-motivation, plus an ability and willingness to perform with minimal supervision and follow defined procedures accurately and consistently.
  • Ability to collaborate with other teams in order to achieve operational objectives
  • Experience in supporting operating environments other than Microsoft Windows, especially Apple Macintosh OS X and Linux/Unix operating systems (Desirable).
To find out more please "Apply Now" or contact Danielle Wren or Tom Circosta on 07 3221 3333.

Expired job