Description
The role will see the successful Helpdesk Support Analyst working in a friendly and supportive team environment, based in several locations WOLLONGONG, NEWCASTLE AND BATHURST (several positions available), with Industry Leading Training Offered. The organisation is known for being able to offer a world of opportunity as they have the scale, the resources and the local commitment to enable their employees to be the best in their field. Successful applicants will be supporting top tier Government units and providing a service to these customers in a professional confident manner. IF YOU HAVE STRONG REMEDY TECHNICAL KNOWLEDGE WE WANT YOU!
Key responsibilities include:
- Compiling information, accurately preparing documents and recording and maintaining data associated with the IT Service Desk in accordance with current policies and procedures.
- Logging and assigning cases to the Service Desk application to ensure that clients receive timely advice for IT related Incidents and Requests using Remedy.
- Assisting in developing and maintaining methods and solutions through documentation
- Resolving cases by providing a level of diagnosis and troubleshooting of client's requests for assistance with IT related issues
- Monitoring the escalation of Incidents/requests to relevant support teams or team leader. Identifying similar issues raised by the customer requiring escalation to Team Leader
- Implementing procedures from within the company and ICT Service Desk
- Liaising with suppliers of the companies IT hardware to ensure adherence to service level agreements.
- Providing reports to team leader and manager
- Participating in on-going training and staff development to ensure skill levels are current.
- Monitoring Adherence to Key Performance Indicators for the position
- Performing other related duties as required
Key Requirements:
- Experience in providing telephone support and demonstrated high level customer service skills.
- Experience in a Service Desk environment and logging calls in a Tracking system.
- Ability to document customer incidents with speed and accuracy with excellent processing skills.
- Sound communication and interpersonal skills and ability to work independently or as part of a team.
- Experience in and knowledge and understanding of technical issues for networking, operating systems, office automation software, corporate applications and hardware.
- Demonstrated IT troubleshooting/analytical skills and to be able to conduct basic investigations to solve Incidents and answer enquiries.
- Good organisational skills, the ability to prioritise tasks and capacity to work in a high volume environment and meet deadlines.
- Knowledge of ITIL and Remedy
APPLICANTS MUST HAVE AUSTRALIAN WORKING RIGHTS.
If you're interested in this role quote KPT/665002 please send your C.V. to Katie Peterson or call me for professional and confidential assistance.