Snr Service Desk Analyst

4 weeks ago

Adelaide Region SA, Australia Hudson Australia Full time

Iconic Higher Education Provider looking for a Senior Service Desk Analyst to work in a O365 and SNOW environment.

Our client is an Iconic Higher Education provider, and they are looking for a Senior Service Desk analyst to work in their IT O365 and SNOW environments.
- 8 hours per day and 40 hours per week.
- Adelaide CBD locations (WFH must be requested as per client's requirements) On-Site and remote work as required by our client.
- $47 per hour base plus 11% superannuation on an hourly rate contract, 40 hours (25% casual loading included). The rate of pay is aligned with skills, experience, or expertise.
- Higher education industry award entitlements including penalty rates, overtime and allowances and superannuation.

**Description**

Working under general direction from the Service Desk Lead, our client's Service Desk is looking for someone to help improve the way we deliver IT services to tour client's community. Our client is running a service improvement plan on our teaching space technology support, and they would like to improve how we deliver our audio-visual support queue and quality assurance co-ordination.

This is an excellent opportunity for someone looking to step up in a Service Management capability to assist Service Desk with the co-ordination of quality assurance.

**Key requirements**
- Responsible for analysis of delivery of services including monitoring ticket and call queues.
- Monitor and report on day-to-day incidents, service requests and call queues to the Service Desk Lead.
- Assisting in developing, improving and implementation Service Desk processes and procedures for the resolution of service desk incidents, request fulfilment and supporting service desk functions.
- Analyse tickets to evaluate service performance and recommend improvements with a focus on quality assurance.
- Work with multiple IT support teams to support our clients' staff and students in accordance with service level IT Operations and Digital Services agreements, ensuring timeframes are met for responding to student and staff enquiries.
- Assist in the continuous improvement of services.
- Assist in measuring and monitoring the performance of the Service Desk.
- Develop and maintain regular communication channels with customers, managing customer expectations, and incorporating customer feedback into customer service delivery plans.
- Participate in a team environment that is flexible and has a strong customer focus.

**Experience**:

- Demonstrated experience in a service desk, quality assurance, or similar customer experience role, supporting users in a large enterprise IT environment.
- Exceptional verbal and written communication skills, with the ability to effectively communicate technology to a diverse range of users with influence.
- Strong understanding of IT service delivery standards, SLAs and KPIs.
- A self-motivated and confident team player, with a growth mindset.
- Sharp analytical skills, problem solving skills, and an eye for detail.
- Excellent time management skills with the ability to prioritise and manage individual workloads to meet business requirements.
- Intermediate O365 skills (particularly Excel) and experience in the development and implementation of process documentation an advantage.
- Previous experience with the ServiceNow platform an advantage.

**Qualifications**:

- Completion of a diploma qualification in IT and at least two (2) years' subsequent relevant work experience or an equivalent combination of relevant experience and/or education/training
- ITILv4 Foundations (desirable)
- CompTIA A+ (desirable)
- Microsoft Certified: Security, Compliance, and Identity Fundamentals (desirable)
- Apple Certified Support Professional (desirable)

Do not miss out on an opportunity to work for a well-known higher education and be part of a large organization that changes the future of SA's students.

Thanks. :)

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