IT Support/Helpdesk Analyst

Description

• Contract role - View to permanent
• CBD Location
• Large, well known organisation

Our client, regarded as a leader in their field, is currently going through a period of growth and as such, require the services of an experienced helpdesk analyst to join their existing team based in the CBD.

As the Service Desk Analyst you will:

• Resolve IT Help Desk issues at the first point of contact and escalate where necessary
• Log calls and be responsible for prioritizing these calls
• Be responsible to escalate high priority calls to appropriate technical and management staff
• Provide End User Support and Training services
• Provide expertise in the use of corporate systems
• Be responsible for developing and maintaining strong relationships with customers

To be considered for this role, you will have:

• Proven experience in developing and maintaining productive relationships with customers and other key stakeholders with the objective to improve business outcomes within a political environment.
• Experience working in an IT focused support environment providing 1st level support.
• Customer service skills including expectation management, conflict resolution, negotiation and persuasion skills both over the phone and face to face.
• Highly developed communication skills in order to communicate often complex information to a variety of audiences.
• Knowledge of the use of Help Desk systems and Customer Contact systems
• A high level of initiative and independence, the ability to establish own priorities and work with limited direction.
• Demonstrable experience working with the Microsoft Suite of products including Office XP and Windows XP.
• Demonstrable experience working with the Microsoft Active Directory to maintain and create user accounts.
• Familiarity with the capabilities of the technical environment.
• Demonstrated problem solving skills and analytical thinking skills.
• Demonstrated skills in providing and developing end user training.
• Commitment to the sharing of technical information.
• Demonstrated ability to work as an effective team member and the ability to input into team processes.
• Experience utilising appropriate help desk metrics and benchmarks.
• Understanding and commitment to IT standards, for example an SOE.
• Familiarity with ITIL

If this sounds like you, don't wait, APPLY NOW.

"There is no failure except in no longer trying." - Elbert Hubbard