Service Desk Analyst | Start ASAP!

Job Title: Service Desk Analyst | Start ASAP!
Contract Type: Contract
Location: Australian Capital Territory
Salary: $20.00 - $35.00 per hour
Start Date: 2018-02-16
Reference: JO-1802-516913
Contact Name: Jenna Paku
Job Published: February 16, 2018 15:06

Job Description

Our client is seeking to engage an experienced Service Desk Analyst to provide high-level customer service and positive experience to their customer base. As the first point of contact, the Service Desk Analyst will provide first and second level IT support and ensure service requests, incidents and problems are managed to agreed service levels and processes.

The Service Desk Analyst will be responsible for:
  • Provision of VIP Service to customers and appropriate escalation
  • Logging of calls, emails and contact with the Service Desk
  • Solving IT enquiries, incidents, requests and issues on first contact where possible
  • Troubleshooting and diagnosing problems and identifying if it can be resolved on first contact or referred to a specialist area
  • Maintaining highly detailed records of all incidents and issues
  • Actively contributing to the Service Desk Knowledge Management databases
  • Following up with customers and tracking cases
  • Contributing to ongoing continuous improvement of Service Desk procedures

The successful candidate will possess:
  • Experience in IT Helpdesk/Service Desk environments
  • Good understanding of IT environments, including the use of ITSM tools and Microsoft Office
  • Exceptional interpersonal and communication skills, with the ability to develop, influence and maintain effective working relationships
  • Strong customer service skills
  • Strong ability to follow procedures
  • ITIL Foundation Certification (desirable)
  • Familiarity with Service Now (desirable)

This is an urgent requirement for our client, and the successful candidate will be engaged in a three-month initial contract. This position will involve shift work; candidates must be willing to commit to working their assigned shifts for the full duration of the contract.

To apply for this opportunity, please submit your application to Jenna Paku at Talent International by clicking the "APPLY NOW' button below. Alternatively, you can contact Jenna on 02 6285 3500 or for further information.