Service Desk Analyst
4 weeks ago
**CREATE YOUR OWN PATH**
Bring your energetic approach to customer service and problem solving by joining our Enterprise Technology team as a Support Analyst.
This is a great opportunity for you to develop your problem management/analysis skills and move into other roles in the future such as Business Analyst. You will also be a trusted voice on how we improve/extend the support model for the STL service.
As a first point of contact for STL service providers or stakeholders who require help or information, you will have an immediate impact on the STL service to the business and be the face of technology. You will bring your excellent communication skills, enabling you to problem solve and capture clear incident and problem information, the ability to multi-task and prioritise, as well as work effectively with mínimal supervision.
Skills in problem management will be highly regarded including performing trend analysis of historical incidents to identify underlying causes, preventing recurrences and eliminating potential issues before they occur.
You will be responsible for:
- Logging of incidents and requests for continued problem resolution and tracking
- Maintaining one-to-one contact with users throughout the lifecycle of an incident or request
- Providing diagnostics of a technical fault and suggested first-time-fix
- Collaborating with various HR/technology/BSD teams for urgent or critical issues
Including but not limited to:
- Ensuring that the STL has an appropriate support roster at all times, in order to meet our service standards
- Communicating with colleagues and customers in a clear and concise manner, both verbally and in writing
- Assisting in continuous streamlining of STL processes to improve service to customers
- Pro-actively seeking and embracing new technology and training as appropriate
- Coordinating and/or providing solutions to all issues within STL activities
Essential Experience and Characteristics:
- University degree in computer science or engineering, or equivalent
- An ability to undertake shifted work patterns to cover a 10x5 environment
- Experience providing IT support to a global customer base while working as part of an IT team distributed across multiple countries, cultures and time-zones from a large, globally dispersed IT organization
- Polished, mature, confident phone support skills
- Ability to effectively balance Incident response and Problem management
- Be a strong, dynamic character, capable of dealing effectively with colleagues and business users working in a constantly evolving environment
- Ability to remain calm under pressure and when faced with adversity or urgent issues
- Customer-focused with a “service first” mentality to support our staff in their “moments that matter”
- Be able to view current processes and procedures as opportunities for enhancement, tuning and improvement
Key tools and skills expected to use to discharge duties:
- JIRA service desk
- PowerPoint presentation skills (to explain problem/propose solutions)
- PowerBI (familiarity an advantage)
**About the Corporate Operations Group**
The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Operations, Human Resources, Business Services, Corporate Strategy & Solutions, and the Macquarie Group Foundation. We deliver service excellence to ensure Macquarie is open for business, deliver on transformational change, invest in our people and have deep relationships with our customers.
**Our commitment to Diversity, Equity and Inclusion**
The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.
**About Macquarie**:
A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.
Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 19,200+ employees and offices in 34 markets around the world, we’re a truly global organisation.
You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’
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