Description
- Sydney CBD Location
- 1st and 2nd Level Support
- Large user base
The Company
Our client, an ASX listed industry market leader, is looking for a Service Desk Analyst. They have a large and complex IT Infrastructure environment with a team that consists of approximately 50 resources. They have many large scale projects in the pipeline and are invested heavily into their technology.
The Role
- Log tickets for all new incidents and requests (phone and email) and manage tickets through to completion
- Investigate and where possible resolve all tickets raised
- Escalate tickets to level 3 support where required
- Continually keep users informed and updated on the progress of their requests
- Work to agreed service targets (SLA's) and key performance indicators (KPI's)
- Follow the incident management process
- Update service desk support documentation
- Participate in project related tasks
The Person
- Experience in a Service Desk/Help Desk Support role
- Experience using Service Management tools
- Experience troubleshooting Exchange, Windows Server and Active Directory
- Experience with Citrix and Database support would be advantageous
- The ability to configure and troubleshoot software and hardware issues
- Service orientated and customer focused are essential attributes
- Strong communication and Interpersonal skills
- Tertiary qualifications and ITIL certification would be desirable
For more information you can call Kale Balbi in our Sydney office quoting Job Reference 50552 or alternatively, apply online below.