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Service Desk Analyst

2 months ago

Melbourne, Australia Spring Professional Full time

**Responsibilities**

1. Provide individual support and a positive customer experience in the use of ICT equipment, resolution of issues and general information provision in managed and non-managed environments

2. Create practical, simple and accessible solutions to problems after considering multiple perspectives

3. Consult with available sources to gather relevant information and seek the expertise and advice of other people as appropriate

4. Clarify expectations and respond promptly to client requests, queries, or complaints to ensure client needs are met to agreed standards and timelines

5. Present information in a clear, structured, concise and tailored way by focusing on key messages and check that messages are understood and meet audience needs

6. Communicate with confidence using examples and the most appropriate influencing technique for a given situation to increase understanding and support

7. Engage in process improvement activities and adopt new ideas, approaches and changes to work practices

**Qualifications and experience**
- Completion of a Diploma level qualification with relevant work experience or a certificate level qualification with post
- certificate relevant work experience; or
- A Degree in a computer related discipline without subsequent relevant experience, or an equivalent combination of IT Help Desk, Service Desk or Call Centre experience
- Customer services experience, preferably in a large organisation
- Experience trouble-shooting complex systems
- Information Technology Infrastructure Library (ITIL) at the appropriate level

**Special Requirements**
- The position is required to work shifts, number of shifts on weekdays between the hours of 8am to 8pm and on weekends between 11am to 5pm. This position will be rostered into these shift periods
- There is a regular requirement for overtime work on a rotating roster for weekends

Service Desk Analyst_167953201977804

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