Service Desk Analyst (Q2)

Queensland  ‐ Onsite
This project has been archived and is not accepting more applications.
Browse open projects on our job board.

Keywords

Description

Our client, a leading and well recognised Queensland State Government Department, is currently seeking a Service Desk Analyst to join them on an initial 3 month contract with options to continue to extend.

The Service Desk Analyst will have demonstrated experience in the management of a Windows XP and Windows 7 desktop environment.

The Service Desk Analyst should be a self-motivated, enthusiastic, and results-oriented person with good interpersonal skills.

Key Responsibilities for this role will include;

  • Ensure the timely and effective resolution of requests for assistance and undertake investigations of complex and escalated problems;
  • Conduct and review regular client satisfaction surveys and propose service improvements;
  • Receiving support calls either by phone, fax or via e-mail and logging them in call management software system;
  • Manage and resolve service desk requests;
  • Perform user account management;
  • Resolve faults in computer hardware and software, if the fault cannot be resolved then arrange resolution by tier 2/3 or an external party;
  • Assist in the deployment and maintenance of the departmental hardware and software;
    Notifying clients of network maintenance or network unavailability issues;
  • Maintain a high level of interpersonal and communication skills between client and IT support officers and present a customer focused attitude in the delivery of support;
  • Provide prompt response, feedback, escalation and resolution to customers in relation to Service Desk calls to ensure agreed priorities are met;
    Undertake various operational tasks as required;

To be successful for this role you will require the following key experience;

  • Strong client service delivery focus;
  • Well developed interpersonal skills including the ability to work in individual or team situations and communicate clear explanations regarding information technology related problems.
  • Demonstrate personal qualities which contribute to the effective operation of a team;
  • Ability and experience in working as a member of a team, prioritizing tasks, and meeting deadlines with minimal supervision;
  • Ability to acquire skills in a rapidly changing environment;
  • Strong working knowledge of Windows operating environment with ability and technical skills in hardware, including peripheral devices, software and applications support for Windows XP and Microsoft Office;
  • Possess a good understanding of the principles of a network operating system;
  • Sound analytical and problem solving skills and ability to perform computer and peripheral maintenance and troubleshooting;
  • Previous experience working in a service desk environment;
  • Ability to analyse technical processes and provide advice for service improvement;
  • The ability to respond to requests lodged through the service desk to ensure resolution
  • ITIL awareness;

Interested applicants are urged to apply ASAP to discuss this opportunity further.

Start date
n.a
Duration
3 month
From
Finite IT Recruitment Solutions - Brisbane
Published at
01.03.2012
Project ID:
325654
Contract type
Freelance
To apply to this project you must log in.
Register