Snr Service Desk Analyst

7 months 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. :)

  • Service Desk Analyst

    6 months ago

    Adelaide Region SA, Australia HAYS Full time

    A 3-Month Service Desk Analyst role with a well established defence organisation. **Your new company** This well-established organisation currently has an excellent opportunity for a Service Desk Analyst to join their supportive and technically skilled team. You’ll join the Defence industry working on long-term projects. **Your new role** You will...

  • Service Desk Analyst

    5 days ago

    Adelaide Region SA, Australia HAYS Full time

    3 Months Contract opportunity for a Service Desk Analyst. Based in the Adelaide CBD. **Your new company** This well-known and reputable organisation is currently dealing with high demand in their service desk and looking to add to their team. **Your new role** - Providing L1 Support including password reset, account setups, printer issues, VPN set up and...

  • Service Desk Analyst

    2 days ago

    Adelaide Region SA, Australia ElectraNet Full time

    **About Us**: ElectraNet builds, owns, operates, and maintains the South Australian high voltage transmission network that delivers electricity from generators to distributors and major load connected customers, enabling power to be supplied to homes, businesses, and communities. **The Opportunity**: The Service Desk Analyst is responsible for providing...

  • Service Desk Analyst

    7 months ago

    Adelaide Region SA, Australia HAYS Full time

    Multiple 4-6 month Government contract opportunities available for Service Desk Analysts based in Adelaide. **Your new company** This well-known and reputable organisation is currently dealing with high demand in their service desk and looking to add to their team. **Your new role** - Providing L1 Support including password reset, account setups, printer...

  • Service Desk Analyst

    1 week ago

    Adelaide Region SA, Australia HAYS Full time

    A 6-month Federal government contract opportunity for a Service Desk Analyst based in Adelaide. Your new company This well-known organisation has a friendly and supportive culture. They are currently dealing with high demand in their service desk and looking to add to their team. The initial contact for offer is for 6 months with the potential for a...

  • Service Desk Analyst

    6 days ago

    Adelaide Region SA, Australia HAYS Full time

    A 6-month Federal government contract opportunity for a Service Desk Analyst based in Adelaide. **Your new company** This well-known organisation has a friendly and supportive culture. They are currently dealing with high demand in their service desk and looking to add to their team. The initial contact for offer is for 6 months with the potential for a...

  • Service Desk Analyst

    7 days ago

    Adelaide Region SA, Australia Hudson Australia Full time

    Hudson have partnered with a leading educational organization in South Australia, who is seeking a highly skilled Service Desk Analyst to join their team. In this role, you will be responsible for providing support to staff, students and affiliates. **Your primary duties will be**: - Provide BAU support to a range of staff with a high level of...

  • Service Desk Analyst

    7 months ago

    Greater Adelaide SA, Australia Hudson Australia Full time

    **Job Opportunity: Experienced Service Desk Analyst** We are seeking a skilled and dedicated **Service Desk Analyst** to join our team, providing crucial support during our peak teaching and student recruitment periods. **Key Responsibilities**: - Provide support for both Windows and Mac operating systems. - Manage Active Directory and Office 365. -...

  • Service Desk Analyst

    1 week ago

    Adelaide Region SA, Australia SKYCITY Full time

    Are you great with your customers and would love to work with a close knit team? Then this may be the role for you! SkyCity Adelaide is South Australia's largest employer of hospitality staff with over 1300 employees working across 200 different types of positions - the variety of careers across our business is huge! We have EOS by SkyCity, our...

  • Service Desk

    5 days ago

    Adelaide Region SA, Australia HAYS Full time

    Permanent opportunity for a Service Desk Analyst. Based in the Adelaide CBD. **Your new company** *** This well-known organisation has a friendly and supportive culture. They are currently dealing with high demand in their service desk and looking to add to their team. **Your new role** *** You will be responsible for providing first line IT support, this...

  • Service Desk Analyst

    2 days ago

    Adelaide Region SA, Australia NEC Australia Full time

    NEC has a century-long history of innovation and for over 50 years in Australia, NEC has built a sophisticated technology and anything-as-a-service company which brings together the best technology and the smartest people driving customer service excellence. With a major focus on Public Safety, we deliver a complete portfolio of ICT solutions and services to...

  • Service Desk Analyst

    24 hours ago

    Adelaide Region SA, Australia HAYS Full time

    12 months Contract opportunity for a Service Desk Officer. Based in the Adelaide CBD. **Your new company** This well-known and reputable organisation is currently dealing with high demand in their service desk and looking to add to their team. **Your new role** - Providing L1 Support including password reset, account setups, printer issues, VPN set up and...

  • Service Desk Analyst

    8 months ago

    Greater Adelaide SA, Australia SkyCity Entertainment Group Full time

    SkyCity Adelaide is currently seeking a dedicated **Service Desk Analyst** to join our team. If you thrive on assisting users, solving technical challenges, and ensuring smooth ICT operations, this role is perfect for you! **_ So, what does this opportunity look like?_** **_ What you will look like?_** **What's in it for you?** Besides working with great...

  • Service Desk Analyst

    7 months ago

    Adelaide, Australia Cognizant Full time

    In your first few weeks in this Service Desk Analyst role, you can expect to: - Record all end-user transactions in the Service Now ticketing tool - Maintain SLA/KPI's for yourself - Provide quality deliverables and enhance customer satisfaction - Escalate issues to leads (e.g, if unable to resolve, solutions are not in the database, new issues, unhappy...

  • Service Desk Analyst

    7 months ago

    Greater Adelaide SA, Australia NRI Australia Full time

    **The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.** **THE OPPORTUNITY** Due to continued growth in our Managed Services...

  • Service Desk Analyst

    1 day ago

    Adelaide, Australia ReturnToWorkSA Full time

    **_Service Desk Analyst_** **_ The position_** **_This role will be a full-time fixed term contract for 12 months._** **_About you_** You have a solid background in PC technology and end-user computing tools, with experience in IT Service Desk environments and ITIL processes. Your technical skills include intermediate knowledge of Windows OS, O365 apps,...

  • Aso3 - Ict Service Desk Analyst

    3 months ago

    Adelaide, Australia SA Government -DEPARTMENT FOR EDUCATION Full time

    **Department for Education** **Job reference**: 626144 **Location**: 5000 - ADELAIDE **Job status**: Long Term Contract **Eligibility**: Open to Everyone **Why work with us**: Every child and young person deserves a great education. We have a strategy that aims to unlock every child’s potential now and into the future, one that in partnership with...

  • Service Desk Analyst

    7 months ago

    Adelaide, Australia NEC Australia Full time

    With a major focus on technology to transform Smarter Cities, we deliver a complete portfolio of ICT solutions and services to large enterprise, small business, Federal and State government customers. Our vision is to shape and transform experiences for our customers, and their customers. We now have new and immediate opportunities for people wishing to...

  • IT Service Desk Analyst

    7 months ago

    Adelaide Region SA, Australia NRI Australia Full time

    Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you’re always ahead of tomorrow. **THE OPPORTUNITY** Due to continued growth in our Managed Services (MSP) Division, we are excited...

  • Service Desk Analyst

    7 months ago

    Adelaide Region SA, Australia RAA Full time

    **Fantastic opportunity to join our IT department**: - **Full-time permanent position based at Mile End**: - **Join SA’s iconic RAA** *** In this exciting role you will be an integral part of the support of the RAA Information Services systems. You will work primarily with internal customers to identify issues and provide solutions. In the process, you...