Senior Service Desk Analyst
2 weeks ago
At Interactive, we're not just a tech company; we're a dynamic force in the tech landscape, constantly growing and evolving.
Join our renowned Service Desk, geared up to tackle any technical challenges our customers may encounter.
As the Senior Service Desk Analyst, your role goes beyond fixing problems – you'll be the single point of contact for all incidents and service requests, whilst impressing our customers with your expertise.
You will continually improve our ITSM tools, design better user experiences, help create new Service Catalog items, and identify opportunities to automate processes, streamline workflows, and enhance customer experiences.
Some of the key things you'll do:
- Manage incidents and service requests with efficient triage and technical troubleshooting.
- Encourage knowledge sharing among Service Desk Analysts to improve customer service and first call resolution.
- Handle cases and tickets meticulously, ensuring high-quality information capture.
- Analyse ticketing trends and provide insightful reports for future strategies.
- Mentor team members and contribute to team growth and development.
What we're looking for:
- Demonstrated experience in desktop support and strong troubleshooting skills.
- Familiar with ITIL framework, specifically, Incident Management, Request Management, Problem Management.
- Proficient in Active directory administration, Azure, Email Provisioning/Exchange management and Office 365.
- Available to work a rotating shift between the hours of 8.00am to 8.00pm, Monday to Friday from our Port Melbourne office
- Excellent communication skills, a customer-oriented mindset, and the ability to work effectively in a team environment.
- An innovative thinker, who likes to contribute to solving problems as they arise.
A bit about us:
We're a tech company, but with a special personal touch. Our customers trust us to hold their most important data, support their critical devices and secure their systems and we were honored in the WRK+ Best Places to Work in 2023 and were recognized as the top workplace in Australia in 2020.
Why Interactive?
As part of our team, you'll enjoy perks like free on-site baristas in our Sydney and Melbourne offices and access to a diverse range of benefits and discounts from our partners.
Developing our people means everything to us – we take our people's growth and development seriously, so much so that we've developed our own bespoke technical academies.
If you're ready to make a significant impact and be a key player in managing incidents, Be part of a team where your expertise matters, and every day presents new challenges and opportunities
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