Description
The Service Desk Analyst will provide Helpdesk (Level 1) & Desktop (Level 2) Technical Support to the business that meets or exceeds agreed Business Service Levels across New Zealand and Australia. Coordinate
third party support vendors and suppliers to ensure that service requests are completed within agreed SLA timeframes.
Responsibilities:
- Provide 1st & 2nd level support to 2,000 users Nation wide
- Improve Client Satisfaction levels through improving Help Desk Service Levels
- Completes all assigned administrative and technical housekeeping tasks to a high standard within the required time frames.
- 95% Checklists completed on time
- Completes all assigned administrative and technical housekeeping tasks to a high standard within the required time frames.
- 95% Checklists completed on time
- Achieves Service level targets
Requirements:
- Proven experience working in FMCG, manufacturers, or similar industry
- Relevant IT degree or tertiary qualification with 1- 2 years practical IT Helpdesk experience in medium to large company
- A+ OR N+ OR MCP Qualification
- TCP/IP, Printers, Windows 7, MS Office 2010, IOS, Setting up Users, trouble-shooting technical/PC faults,
- Assess competing priorities to resolve/manage reported IS issues in a timely manner with a can-do attitude
- Systematic and pro-active approach to problem solving to diagnose IS issues efficiently
- Develop and follow procedures where appropriate, especially when under time pressure.
- Excellent written, technical documentation & communication skills
- SAP knowledge, experience
- General Business hardware and application support experience
- ITIL qualification
- MCP or MCSE qualification
- A+ or N+ qualification
- Excellent phone and interpersonal communication skills
- Client Management/Customer Focused