IT Service Desk Analyst

2 weeks ago

South Brisbane, Australia CareCone Australia Full time
**Position
- **IT Service Desk Analyst

Location- Brisbane, QLD

Employment Type:
Permanent

Work Type:
Onsite

Must have full working rights. No sponsorship.

Role
purpose
The purpose of the role is the delivery of first-line proactive and reactive technical support for all business areas.

Working closely with IT colleagues, partners, suppliers and business areas to provide a single point of contact to log, fix and progress IT-related requests and faults.

**KeyAccountabilitiess:
- **
Incident Management:
  • Ensure all calls are updated and resolved within SLA targets.
  • To endeavour to provide a Customer Expectation
    service:
  • Undertake first-line resolution activities
  • Participate in ongoing review and maintenance of the IT
    Service
    Desk processes
  • To take part in knowledgesharing activities to include both business and technical knowledgesharing

Call Management:

  • Deliver best practices of call management:
  • To ensure that all calls are logged accurately within the IT Service Desk
  • Capture detail and correct information pertaining to all inbound calls

Shift Rotation:

  • To participate in a shift rotation to ensure adequate cover is provided 7 days per week, including weekends and bank holidays.

Communication:

  • Writes and speaks fluently on all aspects of work and communicates effectively
  • Actively communicate and seek feedback from colleagues and customers
  • Be proactive in working with others to improve IT
    Service
    Desk customer experience

General:

  • Undertakes any necessary training associated with the duties of the post and participates in training and development procedures
  • Maintains confidentiality and observes data protection guidelines.
  • Carries out any other reasonable duties in line with their capability.

ITSM process + Tools:

  • Understanding of ITSM process
  • Understanding of Ops Ram and Service Now
  • Handson experience with Active Directory, Exchange, O365 (new user ID creation) etc.

Experience and personal qualities:

  • 34 years experience in IT or a similar customer support/
    service delivery
    role:

  • Excellent customer service skills with a high level of focus on quality
  • Ability to communicate in a clear and professional manner
  • Problem solving and analytical skills and ability to work under pressure
  • Excellent interpersonall skills (verbal and written)
  • Clear understanding and interest in current and emerging IT technologies
  • Beneficial to have an awareness of the IT industry in general
  • An understanding and interest in the use of IT within business functions

Job Types:
Permanent, Full-time

Schedule:

  • 8 hour shift

Ability to commute/relocate:

  • South Brisbane,

QLD:
Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

  • Australia (preferred)

Work Location:
In person

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