Service Desk Analyst
3 weeks ago
**Melbourne**
**IT & Telecomms**
Help Desk / Support
- Southeast suburbs
- immediate start
- 3-month initial contract
- with possible extensions
- Great govt client
Our client is a local government located in the Southeast suburbs who are looking for a passionate and experience Service Desk Analyst to provide IT technical support, answering calls, work rotating shifts whilst maintaining service desk procedures.
**Key responsibilities**:
- As a first point of contact, effectively manage all customer requests through to completion, through the provision of proactive client communications, regular liaison with relevant stakeholders, and the escalation of requests in relation to service level thresholds.
- Assist and contribute to the technical implementation of IT strategies, products, migrations and enhancements as required.
- Deliver a team orientated approach to servicing the customer community whereby consistency and professionalism are demonstrated.
- Provide broad support for all Information Technology products and services including troubleshooting and user functionality.
- Determines the most effective manner to resolve customer’s technical issue.
**Experience & Qualification**:
- Understanding of Information Technology Infrastructure Library (ITIL) framework.
- Strong interpersonal skills with an ability to liaise with numerous stakeholders.
- Strong customer service skills demonstrating an ability to build rapport and handle difficult situations.
- Effective time management skills and ability to balance primary work objectives and secondary project activities.
- Able to work independently on individual queries, while also working well within a team environment to manage competing priorities.
- PC hardware knowledge to effectively troubleshoot all components including hard drives, memory, processors and peripheral equipment.
- A degree or diploma with relevant work experience; or lesser qualifications with substantial relevant experience; or
- Substantial relevant experience commensurate with the requirements of the position.
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