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Service Desk Analyst

Job Details

Competitive hourly rate**
Job Type
James Hardley
2 months ago
Our client and role:

Our client, based within WA's Public Sector is seeking the skills of an experienced Service Desk Analyst to join a busy end-user computing team supporting over 1100+ users within their enterprise network with a core focus on service delivery through the use of core ITSM tools such as ServiceNow.

Key requirements:
  • Providing first contact support for technology systems and services on a rostered basis.
  • Working in accordance with Service Level Agreements and Operational Level Agreements.
  • Performing account management involving Active Directory, Exchange and internal applications.
  • Assisting with desktop builds using SCCM.
  • Providing customer service of a high calibre to all customers to achieve ongoing customer satisfaction
  • Ensuring recorded details for the network, computer asset register, problem recording system and work performed is kept up to date in the ITSM Toolset.
  • Maintaining accurate case records including meaningful and complete notes, correct escalation, correct CI, correct classification.
Essential experience required:
  • Core background as a Service Desk Analyst supporting an enterprise network with the use of ITSM tools such as ServiceNow and be happy to work on a service desk call queue. 
  • Possession of ITIL Foundation Certificate and/or significant experience in an ITIL environment.
  • Relevant technical expertise and aptitude including relevant technology support activities.
  • Experience in mobile device management (Android / iOS: phones, iPads, tablets).
  • Demonstrated service delivery experience, including knowledge of the installation of PC hardware and software technologies and use of service management methodology and processes.
  • Excellent communication skills (written, verbal and interpersonal) including the ability to develop a rapport with internal customers.
  • Be able to obtain the provision of a current National Police Clearance certificate, dated 3 months or less from the date of application for the position. 
What's in it for you? 
  • Work for a large WA Public Sector agency. 
  • Onsite parking.
  • Close knit, social team environment.
  • Ongoing, long term role.
Interested in the role?

If you match the experience required and are interested in finding out more about the position, please forward your updated CV by clicking the "APPLY NOW' button For more information please call Alice Tan on 0892213300. For a list of all vacant positions, please see our website

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