Description
The Client:
Our client is a leading utilities based company with a global presence. They have multiple sites here in Australia as well as a large presence in South East Asia. Due to an internal promotion within the business our client is now seeking to add a Service Desk Analyst to their team.
The Role:
Our client is seeking a Service Desk Analyst to provide Level 1 & 2 Support to internal staff at all levels of the organisation. In this role you will support 5 sites across Australia & New Zealand. In this role you will interact daily with end users through the steps required to effectively troubleshoot issues through to resolution.
Other duties in responsibilities will include:
- Provide IT support on hardware, software, telephony, infrastructure and networking issues against agreed SLAs
- Responsible for building new hardware and troubleshooting issues with existing hardware
- Be customer focused and build collaborative relationships with customers as well as colleagues
- Escalate issues where appropriate
- Maintain system documentation
- Develop knowledge transfer documentation
- Use the Service Desk system and encourage customers to use it
- Develop & provide end user training
The Requirements:
The successful applicant will have previous experience in a Service in a Service Desk role recently with a strong knowledge of Service Desk systems and procedures. As well as this our client will look favourably on applicants with an understanding of ITIL or a similar service management framework.
Other key requirements include:
- Exceptional customer service skills
- Outstanding communication skills - Ability to communicate at all levels of the organisation
- Understanding of incident and problem management
- Technical expertise of Microsoft operating systems and applications, PC and server level (Windows XP and 7, Windows 2003 & 2008/R2 server and Active Directory 2008 administration)
- Exposure to SCCM desirable also
In return?
- Inner West Location
- Stable yet challenging work environment
- Established team with low attrition
- Competitive package on offer.