IT Service Desk Analyst

3 weeks ago

Melbourne, Australia Citywide Full time

**IT Service Desk Analyst**:
**Job no**: 494574

**Work type**: Full time

**Location**: Melbourne - CBD & Inner Suburbs

**Categories**: Information & Communication Technology

Citywide have an opportunity for a **Level 1 Service Desk Analyst** to join our close knit and supportive team.

Reporting to the IT Service Desk Lead, you will be handling technical escalations through the ticketing system and providing technical support to our users whilst providing a high level of customer service.

**Responsibilities include but are not limited to**:

- Provide 1st line technical support, answering support queries via the telephone, using remote desktop tools
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Take ownership of user problems and be proactive when dealing with user issues
- Log all calls on the Service Desk logging system
- Respond to enquiries from clients and help them resolve any hardware or software problems
- Maintain a log of any software or hardware problems detected
- Support users in the use of Computer equipment by providing necessary training and advice
- Allocate more complex calls to the relevant IT Support member

**Skills and Experience Required**:

- Tertiary qualifications in IT related field
- Previous IT Helpdesk experience
- Excellent telephone manner and communication skills
- Experience using call logging software (Service Now)
- Experience working with Desktop and Laptop hardware
- Strong knowledge of Microsoft based operating systems Windows 7 and Windows 10
- O365 and Azure skills
- Experience with using and troubleshooting Microsoft Office 2013/16 with emphasis on MS Word, MS Excel and MS PowerPoint
- Basic understanding of PC hardware set-up and configuration
- Strong Knowledge around Active Directory
- Knowledge of SCCM
- Service Now Knowledge
- Ability to work independently and part of a tea.Must have full rights to work in Australia and excellent communication skills

**In return we offer**:

- The job security that comes with our list of long-term contracts
- The chance to make an impact in a rapidly expanding company
- The opportunity to further develop your skills in a strong, supportive environment
- A workplace that focuses on safety first
- A company with a culture of teamwork and respect

**About Citywide**

At Citywide, we are a proud company with a clear purpose and mission - we shape liveable cities by delivering the full scope of civil infrastructure, open space and environmental services to government and private enterprise. Collectively, our services positively impact more than 12 million Australians every day.

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