Service Desk Analyst

New South Wales  ‐ Onsite
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Keywords

Description

Key responsibilities:

  • Receive requests, diagnose and resolve where possible or assign to the appropriate area
  • Undertake escalation procedures, coordinate communication with clients, support units and staff and monitor service issues until resolution
  • Completing thorough investigation into all other issues prior to assigning to other teams for further investigation
  • Initial support and classification
  • Resolve request and incidents with a high resolution volume at first point of contact
  • Provide 1st level support across a range of IT environments and production applications
  • Keeping the customer up to date on all requests within SLA s
  • Performing all other duties as requested by the Team Leader
  • Able to work in a team environment at a fast pace, in a shift environment between 7am and 6pm
  • Provide analysis and problem resolution expertise to the business across all desktop applications
  • Identify issues and document requirements and alternative solutions
  • Liaise with business to determine solutions and timeframes required
  • Complete thorough testing of all fixes provided
  • Maintaining accurate and up to date hardware inventory

Key requirements:

  • Previous experience in a corporate Service Desk
  • Windows environment and Active Directory experience would be an advantage
  • Experience supporting Citrix
  • Demonstrated commitment to the provision of excellent customer support
  • Good time management and communication skills
  • Ability to display customer empathy
  • User Access experience
  • Sound analytical problem solving skills
  • Technical knowledge of desktop hardware and both standard and customised (in house) software

Please send your CV or hit Apply.

Please quote Job Reference SYDCSC_TF28885 when applying for this role.

Start date
n.a
From
Candle (Sydney)
Published at
11.06.2012
Project ID:
375002
Contract type
Freelance
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