Service Desk Analyst

Location: Canberra
Discipline: Government
Job type: Full Time
Salary: $Negotiable
Contact name: Elsa Ambrosini

Contact email: elsaa@thenetworkit.com
Job ref: BBBH8442_1675122474
Published: about 1 year ago
Startdate: 31/03/2023

Service Desk Analyst

About the role:
The client is looking for a Service Desk Analyst responsible for undertaking work that is moderately complex to complex in nature, under limited direction, utilising expertise in the area of IT systems and infrastructure, and operational support across a geographically dispersed network.

General Tasks:

  • Providing technical support to customers via phone, email, or chat
  • Troubleshooting hardware and software issues
  • Provide on-call support after hours on a rostered basis.
  • Resolving technical problems and answering customer queries
  • Escalating complex issues to higher-level technical teams
  • Documenting and tracking customer requests
  • Maintaining and updating knowledge base articles
  • Monitoring system performance and proactively resolving potential issues
  • Ensuring customer satisfaction through timely and effective resolution of incidents.

Key Personnel Expertise

  • Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.
  • Ability to work under pressure and handle multiple tasks simultaneously.
  • Attention to detail and ability to follow procedures.
  • Analytical abilities with the ability to obtain accurate conclusions and apply innovative initiatives while contributing to change and business improvement strategies.
  • Knowledge and experience in the use of Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly desirable.

Applicants will be required to obtain a Police Check, and obtain and maintain a minimum Negative Vetting 1 AGSVA Clearance

How to apply
Click on APPLY NOW or contact Elsa at 0452 426 715 / elsaa@thenetworkit.com for a confidential chat.