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.