Service Desk Analyst

3 weeks ago

Sydney, New South Wales, Australia Hitachi Rail Full time

About Hitachi Rail: A career at Hitachi Rail involves contributing to digital transformation and technology on a global scale. We value diversity and inclusion and aim to create a sustainable, innovative environment where teams collaborate to deliver value.

Overview

This is an in-person, on-site Service Desk Analyst role based in Sydney, NSW, Australia, with occasional remote work allowed with advanced notice.

Key Activities And Responsibilities
  • Provide 1st and 2nd level technical support across IS/IT services.
  • Follow ITIL and Agile methodologies (Problem, Change, Incident, and Request Management).
  • Log, monitor, and manage incidents, requests, and tasks to meet SLA targets.
  • Assess incident criticality and trigger the Major Incident Process.
  • Capture and document Service Desk workflows, user and technical issues, and solutions.
  • Collaborate with resolver teams to resolve incidents efficiently.
  • Delegate, prioritize, and allocate work to the appropriate support teams when needed.
  • Update incidents, requests, and tasks with information from customer calls.
  • Identify problems through incident analysis and participate in the CSIP for Service Desk.
  • Follow the Change and Release process, including User Testing.
  • Maintain configuration of Service Desk tools (ACD, email, intranet, knowledge base, Active Directory, ServiceNow, remote control, search and diagnostic tools).
General Requirements
  • Troubleshooting and problem-solving abilities for technical issues.
  • Uphold Hitachi's values: Harmony, Sincerity, and Pioneering Spirit.
  • Ensure high-quality workplace presentation and adherence to Work Health and Safety standards.
  • Compliance with all relevant WH&S, Environmental policies and company procedures.
Essential Experience
  • Demonstrated experience in an IT support role.
  • Proficiency in Microsoft technologies.
  • Strong skills with common desktop software tools and web-based applications.
  • Exceptional customer service orientation and communication skills.
Additional

We are an equal opportunity employer and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and worldview. We encourage you to apply if you meet the essential qualifications.


#J-18808-Ljbffr

  • Service Desk Analyst

    1 day ago

    Sydney, New South Wales, Australia THOMAX Full time $90,000 - $120,000 per year

    The CompanyJoin our industry-leading team in the fast-moving supply chain technology space, with clients across the globeThomax is a rapidly growing developer of SaaS cloud-based supply chain software, with our technology powering millions of parcel movements each year across a wide range of sectors and businesses. Originally founded in Australia, Thomax now...

  • Service Desk Analyst

    4 weeks ago

    Sydney, New South Wales, Australia Atturra Full time

    Atturra Millers Point, New South Wales, AustraliaWhat You'll Be DoingThe Service Desk Analyst offers technical support to clients, addressing Level 1/2 issues and escalating as necessary. This role involves daily interaction with end-users, requiring efficient problem-solving and customer service skills to ensure a positive support experience. Analysts are...

  • Service Desk Analyst

    3 weeks ago

    Sydney, New South Wales, Australia Atturra Full time

    Atturra Millers Point, New South Wales, AustraliaWhat You'll Be DoingThe Service Desk Analyst offers technical support to clients, addressing Level 1/2 issues and escalating as necessary. This role involves daily interaction with end-users, requiring efficient problem-solving and customer service skills to ensure a positive support experience. Analysts are...

  • Trading Analyst

    3 weeks ago

    Sydney, New South Wales, Australia The Trade Desk Full time

    OverviewJoin to apply for the Trading Analyst role at The Trade Desk.The Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media buying platform that helps brands deliver a more insightful and relevant ad experience for consumers –– and sets a new standard for global reach, accuracy, and...

  • Trading Analyst

    3 weeks ago

    Sydney, New South Wales, Australia The Trade Desk Full time

    OverviewJoin to apply for the Trading Analyst role at The Trade Desk.The Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media buying platform that helps brands deliver a more insightful and relevant ad experience for consumers –– and sets a new standard for global reach, accuracy, and...

  • Service Desk Analyst

    3 weeks ago

    Sydney, New South Wales, Australia Hitachi Rail Full time

    About Hitachi Rail: A career at Hitachi Rail involves contributing to digital transformation and technology on a global scale. We value diversity and inclusion and aim to create a sustainable, innovative environment where teams collaborate to deliver value.OverviewThis is an in-person, on-site Service Desk Analyst role based in Sydney, NSW, Australia, with...

  • Service Desk Analyst

    4 weeks ago

    Sydney, New South Wales, Australia Atturra Limited Full time

    OverviewWhat you'll be doingThe Service Desk Analyst offers technical support to clients, addressing Level 1/2 issues and escalating as necessary. This role involves daily interaction with end-users, requiring efficient problem-solving and customer service skills to ensure a positive support experience. Analysts are expected to work within defined SLA...

  • Service Desk Analyst

    4 weeks ago

    Sydney, New South Wales, Australia Atturra Limited Full time

    OverviewWhat you'll be doingThe Service Desk Analyst offers technical support to clients, addressing Level 1/2 issues and escalating as necessary. This role involves daily interaction with end-users, requiring efficient problem-solving and customer service skills to ensure a positive support experience. Analysts are expected to work within defined SLA...

  • Service Desk Analyst

    7 days ago

    Sydney, New South Wales, Australia Atturra Full time $60,000 - $90,000 per year

    What you'll be doingThe Service Desk Analyst offers technical support to clients, addressing Level 1/2 issues and escalating as necessary. This role involves daily interaction with end-users, requiring efficient problem-solving and and customer service skills to ensure a positive support experience. Analysts are expected to work within defined SLA timelines...

  • Service Desk Analyst

    2 days ago

    Sydney, New South Wales, Australia Acusensus Full time $60,000 - $90,000 per year

    We're excited to be accepting applications for this role from candidates in Victoria (3000), NSW (2565), Queensland (4053), or Western Australia As long as you can conveniently attend the closest company office in your state, we'd love to hear from you.Who We Are & Why You'll Love Working with UsAcusensus is an Australian technology company using AI-driven...