Service Desk Analyst

7 days ago

North Sydney Council, Australia Paxus - Technology + Digital Talent Full time

.

Our client is seeking an experienced Service Desk Analyst with a background in ServiceNow and AD to join their IT team. The ideal candidate will be enthusiastic about delivering exceptional technical support, demonstrating outstanding customer service skills, and exhibiting proficiency in collaborating with diverse stakeholders to effectively address software and hardware issues.

Key Responsibilities:

  • Deliver first-level support effectively responding to user queries and technical support requests via phone, email, and ticketing.
  • Collaborate with IT colleagues and users to troubleshoot and resolve software and hardware issues promptly and efficiently.
  • Utilise ServiceNow ticketing system to track and manage user requests, ensuring accurate documentation and resolution.
  • Manage and maintain user accounts and groups in Active Directory.
  • Escalate complex issues to higher-level support teams as necessary.
  • Focus on end outcomes and align work processes to achieve desired results, measured through Key Performance Indicators (KPIs).

Requirements:

  • Ideally at least two years experience in a Service Desk or technical support role.
  • Proficiency in using ServiceNow for incident and service request management.
  • Familiarity with Active Directory, including user account management.
  • Proven customer-facing experience with excellent communication and interpersonal skills
  • Must be open to working a rotating shift roster

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Aryan Eskandari on or email and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.


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