IT Service Desk Analyst

6 months ago

Sydney, Australia Interface, Inc. Full time

IT Service Desk Analyst - Level 1&2

(Minto & Surry Hills)
- Join a Global leader in modern, contemporary, and sustainable carpet manufacturing
- You will be part of building a better environmental future for our planet.
- Work alongside innovators in design and sustainability.
- Be proud in knowing our products are some of the most unique on the planet.
- Full-time Permanent Position, rotating between our elegant Showroom at Surry Hills and our state-of-the-art Manufacturing facility at Minto.
- Join the dynamic ServiceDesk team that drives excellence in customer support.

Why Join Us

Do you want to use your skills and talents to make a positive difference and provide exceptional customer support to your fellow colleagues? Then we would love to meet with you.

At Interface, we are seeking a driven, passionate, and friendly IT Service Desk Analyst to join our team. In turn, we invest in our staff to enhance overall team performance and achieve growth together. You can expect support from your team and manager plus the day to day benefits of working together with some of the best teams who are ready to impart their knowledge and assistance in ensuring you thrive in your role.

The Role
- Demonstrate exceptional customer service skills both verbal and written
- Handle incoming queries and help requests from end users
- Triage/prioritise incoming requests by business impact
- Accurately categorise incoming requests for future reporting and direction to the correct queue
- Resolve level 1 and level 2 requests within agreed SLA’s
- Maintain timely, detailed, accurate and complete professional service records on the ITSM system
- Escalate to level 3 within agreed SLA
- Ensure detailed records of previous testing and troubleshooting along with how to replicate the issue is included in the ISTM records
- Provide a thorough verbal hand over with up-to-date ITSM records for any requests that are escalated or handed over to IT colleagues
- Complete on/offboarding steps accurately and follow up 3rd party stake holders to update external systems within agreed SLA timeframes

Qualifications and Experience required:

- Minimum 1 year experience in a similar role
- Basic Knowledge and understanding of Active Directory & Office 365 Applications
- Preferred ITIL® Foundation Certification - IT Service Management or higher
- Demonstrates basic knowledge of the principles, concept, and theories of own discipline.
- Develops an understanding of appropriate procedures, policies, practices, and systems.
- Able to contribute to the completion of straightforward tasks within own team.

**Benefits**:

- Learning & Development Budgets - available to all our team to learn and grow both personally and in skillsets.
- Wellbeing Policy - access EAP and wellbeing information - your mental health and wellbeing is at the forefront of what we do.
- Events - Annual Awards Night & Christmas Party are some of the regular events to celebrate the hard work of our Interface family.
- Work within a company that promotes a culture of respect, trust, and equality.

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