Service Desk Analyst

3 weeks ago

Adelaide, South Australia Hexaware Technologies Full time

Requirements Overview

Adelaide based customer is seeking a proactive and customer-oriented Service Desk Analyst with enterprise-level experience. This is a full-time, office-based role with working hours from 8 AM to 6 PM. After an initial 6- month period, there is the opportunity to work from home based on performance. In this role, you will provide first-level IT support through calls, managing requests via ServiceNow, and responding to live chats. You will support technologies such as Windows, macOS, mobile devices, as well as staff soe and personal devices. The position involves a mix of service desk responsibilities and onsite support. When onsite, you will provide support at a designated area on campus called Walk Up, where staff and students can approach you for assistance with their devices. Walk Up support is required a few days per week, but due to rostering schedules, it may not be needed every week by the same staff member. However, you will have the opportunity to gain further experience in this area if desired. To succeed in this role, you should have prior experience in a service desk or customer service role within a large corporate environment. You will work on a rotation roster, with a strong emphasis on delivering excellent customer service. Under the guidance of the Service Desk Lead, you will need strong communication skills and the ability to resolve and communicate technical issues effectively to a diverse range of stakeholders.

Key Skills


• Proficient in both Windows and macOS, with a strong preference for candidates with macOS expertise.


• Skilled in ITIL processes and various ITSM tools, with ServiceNow experience highly preferred.


• Experienced with Active Directory and Office 365.


• Knowledgeable in networking and adept at troubleshooting hardware and software issues.


• Excellent customer service skills with strong troubleshooting abilities. Strong communication and decision-making skills.


• Consistently meets targets and deadlines, demonstrating exceptional time management.


• Outstanding call-handling and problem-solving abilities.


• A collaborative team player with strong organizational skills.


• Adaptable, reliable, and committed to continuous professional growth.


• Always punctual, dependable, and focused on delivering results in a timely manner.


• Able to communicate effectively in customer-focused language, clearly and confidently explaining technical information to non-technical users.

Key Qualifications


• Bachelor's degree in Information Technology

Desirable Skills


• Previous service desk experience

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