SERVICE DESK ANALYST
WHAT IS A/AN SERVICE DESK ANALYST
Our awesome client, a leading IT Services company based in Australia is looking for a/an Service Desk Analyst to be part of their accounting team.
desktop tools and is the single point of contact for customers.
The Service Desk is responsible for ensuring that all incidents reported are categorised and allocated
efficiently and correctly.
The Service Desk liaises with the engineering team to ensure any incidents that cannot be resolved at the
1st/2nd level are appropriately escalated.
WHAT WILL BE YOUR MAIN RESPONSIBILITIES
Provide 1st and 2nd level technical support answering support queries via the telephone/service desk
system, using remote desktop tools.
Act as a further escalation point for unresolved or escalated calls
Take on a wider customer service role and promote the customer service ethic to maintain a high
degree of customer service for all support queries and adhere to all service management principles
Report to senior managers on any issue that could significantly impact the business
Attend Change Advisory Board meetings
Take responsibility for incident management and request fulfilment on the Service Desk
Take ownership of user problems and be proactive when dealing with user issues in line company SLA's
Ensure all calls/support requests are logged in the Service Desk logging system
Respond to enquiries from clients and help them resolve any hardware or software problems
Allocate more complex calls to the relevant IT Support member
Arrange for Vendor technical support where problems cannot be resolved in house
Communicate to customers using terms that are clearly understood and consistent with those used by the company
Assist the engineering team with project related activities when required
WHAT ARE WE LOOKING FOR
3 to 5 years experiences that related
Outstanding communication skills and the ability to communicate with people at all levels of the business.
Strong initiative and a problem-solving mindset.
A demonstrated focus on customer service excellence
Excellent communication skills
Working knowledge of ITIL processes (Good Network troubleshooting skills)
Ability to provide leadership in customer service and customer communication
Confident and can do attitude
Outstanding Time Management
Excellent telephone manner
Logical Thinker
Good Network troubleshooting skills
Experience with PSA & RMM tools
Windows 10 management & troubleshooting
Windows Server administration skills - Intermediate
Cloud platform administration experience (GSuite & Office365)
SERVICE DESK ANALYST