Service Desk Operations Specialist

18 hours ago

Perth, Western Australia Michael Page Australia Full time
{"title": "Service Desk Analyst", "description": "About Our Client

A leading Australian company in the technology and IT space is seeking a skilled Service Desk Analyst to join their growing team.

Job Description

As a Service Desk Analyst, you will report to the IT Service Desk Manager and be responsible for:

  • Managing incidents, problems, and service requests, including:
    • Accurately recording, categorizing, prioritizing, and resolving incidents received via email, telephone, and service desk communication channels.
    • Ensuring incidents and service requests are completed within the defined SLA timeframe.
    • Accurately completing service requests submitted by staff members and recording all applicable details within the ITSM toolset.
    • Escalating incidents in a timely manner where action is required beyond the scope and capability of the IT Service Desk team.
    • Creating problem records within the ITSM toolset for further investigation and ensuring they are assigned to the appropriate team for investigation.
  • Identifying opportunities for continual service improvement within the IT Service Desk and other IT Operations teams and directing them to management for review.
  • Providing exceptional customer service at all times, ensuring the customer's requirements are fully understood.
  • Keeping stakeholders up-to-date with progress and resolution of assigned incidents and service requests.
  • Creating and maintaining high-quality knowledge articles within the ITSM toolset.
The Successful Applicant
  • Excellent written and verbal communication skills and demonstrable customer service skills.
  • Excellent PC hardware and software troubleshooting skills.
  • Knowledge of Microsoft Windows 10, Active Directory, Exchange, and the Office365 suite of applications with proven experience.
  • Knowledge and experience using Service Now for incident, problem, and request management.
  • Flexibility to work between the hours of 6:00 am and 5:00 pm, Monday to Friday.
  • A working knowledge of the ITIL framework.
What's on Offer
  • In-house discounts.
  • Flexible working arrangements after passing your 6-month probation.
  • Opportunities to grow your career with learning and development training.
  • Discounted private health insurance.
", "lang_code": "en-US"}

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