Service Desk Analyst

5 months ago

Canberra, Australia MinterEllison Full time

**Location**: Canberra, Sydney

**Contract Type**: Permanent

MinterEllison is one of Australia’s largest law firms, with nearly 200 years of business history. We're known for our legal and consulting expertise - and for our inclusive and authentic character.

Our purpose is to create sustainable value with our clients, people and communities. That means we have a proud history of providing excellence to clients, nurturing our people and giving back to the communities in which we live and work.

We value excellence, curiosity and collaboration. Clients rely on us for our responsive, commercial approach. Our clients include government departments and agencies, private and publicly listed companies, and small and large businesses in Australia and overseas.

**The Role**

A permanent opportunity is available in our Canberra office for an IT Service Desk Analyst with a customer centric approach to join our dynamic team with flexible working arrangements available. This role serves as the primary conduit for all technology-related queries and requests, including the identification of recurring support incidents, aiding in problem resolution, and escalating to other technology teams as necessary. This position functions within a rotating 8-hour shift roster, aligning with the current office hours of 7.00am to 8.00pm on weekdays and non-national public holidays.

In this role you will have the opportunity to:

- Oversee service desk operations, including monitoring of telephones, and service portal requests coming in from all offices
- Respond to IT service desk calls within agreed service level timelines
- Resolve help desk incidents within stipulated service level timeframes
- Document all incidents and requests, their resolution details in the IT Service Management system
- Conduct regular follow-ups on outstanding incidents and requests and manage work queue efficiently
- Assume ownership of escalated incidents, ensuring thorough follow-up until resolution
- Identify recurring incidents, contributing to problem resolution and training needs analysis
- Manage equipment loans, including scheduling with clients, issuing equipment, and overseeing returns
- Communicate technology information to the business, utilising approved templates and protocols
- Explain technology policies and procedures to clients clearly and effectively
- Understand wider firm operations to provide informed and helpful referrals of clients to other divisions as necessary
- Create and maintain records on the technology services knowledge database
- Carry out various administrative tasks, including daily help desk procedures

**More About You**
- Advanced skills in Microsoft Word
- Familiarity with a help desk call management system
- Basic knowledge of voice technology, including PABX and mobile systems
- ITIL certification or familiarity with ITIL principles
- Strong verbal and written communication skills including the capability to translate technical information into layman's terms.
- Capacity to maintain composure under pressure and manage challenging clients or situations
- Robust analytical and problem-solving competencies.
- Collaborative who contributes innovative ideas within a team context.

**Why MinterEllison**

We offer flexible working options to encourage balance, wellbeing and support for sustainable ways of working and a range of social, financial and health benefits, including free gym membership - all with no minimum tenure.

**How to Apply

  • Service Desk Analyst

    1 week ago

    Canberra, ACT, Australia Green Light Full time

    Job Title: Service Desk AnalystGreen Light Australia is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing direct IT support to end-users remotely and over the phone.About the Role:Provide high-level customer service to end-users through all communications.detect and record...

  • Service Desk Analyst

    2 months ago

    Canberra, Australia Fujitsu Full time

    About the job Service Desk Analyst **We are Fujitsu** We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers. **About...

  • Aps4 Service Desk Analysts

    4 weeks ago

    Canberra, Australia Comcare Full time

    2x Ongoing vacancies in Canberra. A merit pool will be created and may be used to fill similar ongoing or non-ongoing positions in Canberra and Melboune **Overview of the Team** The Technology and Information Management (TAIM) Unit maintains Comcare’s Information, Communication and Technology (ICT) infrastructure and provides strategic leadership,...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia Gateway Synergy Recruitment Full time

    Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix - 6 months initial contract with 1x6 months extension. Canberra location. - Experienced Service Desk Analyst with experience in delivering digital products **Gateway Synergy is looking for highly experienced Service Desk Analyst contractor for a government department.** **The...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia HAYS Full time

    Seeking a motivated Service Desk Analyst to provide support to a geographically dispersed network. **Your new company** **Your new role** As the Service Desk Analyst your day-to-day role will be supporting the Service Desk Manager in the administration of matters relating to provision of planning and delivery support activities, this includes...

  • Service Desk Analyst

    3 weeks ago

    Canberra, ACT, Australia Green Light Full time

    About the RoleWe are seeking a highly skilled Service Desk Analyst to join our team at Green Light. As a key member of our IT support team, you will be responsible for providing exceptional customer service and technical support to our end-users.Key ResponsibilitiesProvide timely and effective technical support to end-users via phone, email, and...

  • APS4 Service Desk Analysts

    4 weeks ago

    Canberra, Australia Comcare Full time

    *2x Ongoing vacancies in Canberra. A merit pool will be created and may be used to fill similar ongoing or non-ongoing positions in Canberra and Melboune Overview of the Team The Technology and Information Management (TAIM) Unit maintains Comcare’s Information, Communication and Technology (ICT) infrastructure and provides strategic leadership, governance,...

  • Service Desk Analyst

    2 months ago

    Canberra, ACT, Australia KBR Full time

    About the RoleWe are seeking a highly skilled Service Desk Analyst to join our team at KBR. As a Service Desk Analyst, you will be responsible for providing high-quality support to our clients and their customers through responding to telephone calls, emails, and alert monitoring platforms.Key ResponsibilitiesDiagnose and resolve printer hardware, software,...

  • Senior Service Desk Analyst

    3 weeks ago

    Canberra, ACT, Australia Chandler Macleod Full time

    About the RoleWe are seeking a highly skilled Senior Service Desk Analyst to provide exceptional support to our Federal Government customer. As a key member of our team, you will be responsible for delivering efficient and effective ICT Service Desk, Management, and Support services.Key Responsibilities:Provide prompt and effective resolution of Incidents...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia HiTech Personnel Full time

    **Reference #**: - JF/NL0804**Title**: - Service Desk Analyst - ITIL - Active Directory, Microsoft - FED GOVT**Category**: - ICT**Location**: - ACT**Work Type**: - Contract**Remuneration**: - $Neg**Term**: - 6 month + EXT**Description**: - **ASAP Start with a leading Federal Government Department!**: - **Lucrative hourly rates on offer $$**: -...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia Minutes To Seconds Full time

    Minutes to Seconds is #HIRING for Service Desk Analysts, ideally based in #ACT #Canberra. **Requirements**: - MUST HAVE requirements: - currently based in Australia - preferably with Australian Citizenship and at least a Baseline Clearance - Relevant experience of at least 5 years for each role Please note that the role is on a CONTRACT work basis and...

  • Service Desk Analyst

    7 months ago

    Canberra, Australia IT Alliance Australia Full time

    Canberra **Australian Electoral Commission** One of our **Federal Government** clients is looking for **Service Desk Analyst **in **Canberra**.** **We are looking for the following Skills/Experience**: - Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network. -...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia KBR Full time

    Title: Service Desk Analyst Your KBR future – delivering solutions and changing the world About KBR: We are a company of innovators, thinkers, creators, explorers, volunteers and dreamers who all share one goal — to improve the world. KBR delivers science, technology and engineering solutions to governments and companies around the world. KBR...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia Canberra Consulting Full time

    Attractive hourly rates $$$ - 6 + 6 Months Federal Government Contract - Negative Vetting 1 Security Clearance Required **About us** Canberra Consulting focuses on delivering highly skilled and qualified professionals to our clients. Canberra Consulting has the experience and the capability to understand your specific requirements and match them to the...

  • Service Desk Analyst

    5 months ago

    Canberra, Australia KBR Full time

    **Title**: Service Desk Analyst **Your KBR future - delivering solutions and changing the world** **About KBR**: **We are a company of innovators, thinkers, creators, explorers, volunteers and dreamers who all share one goal — to improve the world.** KBR delivers science, technology and engineering solutions to governments and companies around the...

  • IT Service Desk Analyst

    5 months ago

    Canberra, Australia Unisys Full time

    **What success looks like in this role**: IT Service Desk Analyst to provides support, responds and resolves customer requests, in relation to software, hardware and network operations difficulties of our customer by providing fast, efficient and friendly customer service. **You will deliver value by**: - 1st Level telephone and other media contact...

  • IT Service Desk Analyst

    5 months ago

    Canberra, Australia Unisys Full time

    **What success looks like in this role**: IT Service Desk Analyst to provide support, respond and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. **You will deliver value by**: - 1st Level telephone and other media contact support. - Strive for a...

  • Service Desk Analyst

    2 weeks ago

    Canberra, Australia Telstra Full time

    **Employment Type **:Permanent **Closing Date **:5 Nov 2024 11:59pm **Job Title **:Service Desk Analyst **Job Summary** As a Complex Customer Service Specialist, you use your great customer skills combined with your product and process knowledge to positively impact our customers’ experience. You directly contribute to the retention and growth of...

  • Senior Service Desk Analyst

    4 weeks ago

    Canberra, ACT, Australia Chandler Macleod Full time

    About the RoleWe are seeking a highly skilled Senior Service Desk Analyst to join our team. As a key member of our service desk, you will be responsible for providing exceptional customer service and technical support to our clients.Key ResponsibilitiesProvide prompt and effective resolution of incidents and service requestsManage calls from initiation to...

  • IT Service Desk Analyst

    5 months ago

    Canberra, Australia Unisys Full time

    **What success looks like in this role**: IT Service Desk Analyst to provides support, responds and resolves customer requests, in relation to software, hardware and network operations difficulties of our customer by providing fast, efficient and friendly customer service. **You will deliver value by**: - 1st Level telephone and other media contact...