Service Desk Analyst

2 days ago

Melbourne, Victoria, Australia Coforge Full time

Role - Service Desk Analyst

Skills - PowerShell, 365, AD, iOS, Pega, ServiceNow, Jira

Location - Melbourne

Duration - 12 months

We at Coforge are looking for a Service Desk Analyst in Melbourne with the following skills.

  • Level 1 Support. Provide accurate and detailed logging, triaging, tracking, and resolving of incidents, service requests and problems via phone, email, and walk-ups within the TFA service management tool (ServiceNow).
  • Respond to, research, analyze, and resolve customer requests within agreed SLA's.
  • Liaise with Level 2 and Level 3 resolver groups to manage and maintain communications with end users.
  • Participate in a flexible working arrangement across a range of 8-hour shift patterns covering 7:45AM – 8:00PM AEST.
  • Participate in a rotational on-call roster for out of business hours support.
  • Build and deploy SOE to enterprise devices using SCCM and Intune, update asset registers and adhere to approved processes.
  • Maintain and contribute to knowledge bases, documentation and procedural guides.
  • Share knowledge and skills with colleagues to promote cross-skilling and enhance the overall effectiveness of the Service Desk.
  • Monitor, communicate and respond to alerts from enterprise systems.
  • Use remote support tools to expedite resolution of incidents and service requests.
  • Experience with or ability to troubleshoot the following technologies is highly regarded: Pega, PowerShell, Microsoft 365, Active Directory and iOS devices.

Your attributes

  • Minimum 3 years' experience in a Service Desk or IT Support environment.
  • Proven troubleshooting and analytical skills, with a methodical approach to problem solving.
  • Outstanding customer services ethic with excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
  • Enthusiastic, motivated, positive attitude; demonstrates initiative and is a self-starter.
  • Strong desktop support skills including Microsoft Windows 10 & 11, Microsoft Office 365 suite, Hardware (laptops, desktops, peripherals), and AV equipment (meeting room setups and conferencing tools).
  • Solid understanding of server environments, including Exchange and Active Directory administration.
  • Microsoft 365 support and administration (e.g. Teams, SharePoint, OneDrive and Intune).
  • Well-developed time management and prioritization skills, with the ability to manage multiple tasks and deadlines.
  • Demonstrates sound judgement, proactive problem solving, and exceptional attention to detail.
  • Familiarity with ITIL systems (e.g. ServiceNow and Jira).
  • Exposure to mobile device management (MDM) platforms.
  • Support of remote users and hybrid work environments

Desirable:

  • ITIL Foundation certification or equivalent service management framework knowledge
  • Tertiary qualifications in Computer Science and Information Technology.
  • Previous experience within a Financial Services or regulated industry.
  • Basic scripting or automation experience is a plus.
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