Service Desk Analyst
5 months ago
This role provides support to our internal stakeholders with the computer and telephone systems.
**Your new company**
At Hays, we believe in being long-term partners with our people as well as our customers. Let’s create tomorrow, together.
With over 50 years of business success, we have built a reputation as the world leader in specialist recruitment and workforce solutions. Joining Hays isn’t just about being part of a global business; together with more than 12,000 people across 32 countries, you’ll be making a difference in the world of work.
Our Hays Sydney office is seeking a full-time permanent Service Desk Analyst to join our team immediately. This role provides support to our internal stakeholders with the computer and telephone systems. The role will report into the IT Services Support Manager.
**Your new role**- Provide support for all Hays’ computer system issues and requests and resolve or escalate as per the Service Desk escalation process- Liaise with users regarding their day-to-day technical problems and provide support to these users-
- Accurately update all progress on incidents and service requests- Resolve incidents and service requests in a timely manner- Follow the Service Desk documentation and processes and highlight any inconsistencies to management- Perform general support duties to cover absences within the IT&T team or as directed- Liaise with other IT support teams in order to resolve issues in a timely manner- Review all incidents and service requests assigned to you on a daily basis and follow up or action as appropriate, making record of your action within the Service Desk ticketing system Provide assistance in relation to hardware and software testing if required- Amend Service Desk documentation as appropriate in consultation with the Service Desk Manager- Perform additional IT support duties as directed
**What you'll need to succeed**- Previous experience in a high-volume customer service role- Experience with troubleshooting hardware and software issues will be highly regarded- Proficiency in using ticketing tools like Heat, ServiceNow, Fresh service or ConnectWise- Excellent verbal and written communication skills
**What you'll get in return**
Excellent training to support career development/progression
Wellness Day, Volunteer Day, monthly after work drinks, End of Year Party, EOFY celebrations
**What you need to do now**
Our people tell us that Hays is a great place to work, over 90% of our employees say that they are proud to work for Hays. This is your opportunity to advance your career with the market leading group and be proud of who you work for too.
At Hays, we value diversity and inclusion and are passionate about placing people in roles where they can flourish and succeed. By joining Hays you’ll be part of an inclusive culture that celebrates diversity, recognising every individual for their unique differences. People from all culturally diverse backgrounds including Aboriginal & Torres Strait Islander Peoples are encouraged to apply.
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