Service Desk Operations Specialist

6 days ago


Adelaide, South Australia Paxus - Technology + Digital Talent Full time
Job Summary

Paxus - Technology + Digital Talent is seeking a highly skilled Service Desk Analyst to join our team. As a key member of our Service Operations team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Customer Support: Provide prompt and effective first-level ICT Service Desk support to our clients, resolving a range of customer issues and escalating complex problems as needed.
  • Incident Management: Utilize customer information, knowledge base articles, and team processes to apply suitable troubleshooting and remediation techniques for incidents in diverse and complex ICT environments.
  • Request Management: Manage and coordinate Request Management processes in an ITIL-based setting, ensuring the creation and upkeep of appropriate records and documentation.
  • Performance Monitoring: Identify and report performance and service issues, contributing to the continuous enhancement of Service Desk operations, processes, and practices.
  • Process Improvement: Support the evaluation and implementation of ICT Service Desk operational standards and apply policies, standards, and processes to achieve quality outcomes.
  • Knowledge Management: Engage in information and records management processes, review and update internal and external knowledge articles, and contribute to the development and maintenance of ICT Knowledge Management.
  • Team Collaboration: Work closely with Service Operations Lead, ICT Service Delivery, Team Leader, ICT Service Desk, Service Desk Technical Analysts, and other stakeholders to ensure seamless service delivery.
Requirements
  • Strong Communication Skills: Excellent written and verbal communication skills to effectively interact with clients and internal stakeholders.
  • Technical Expertise: Proficiency in ICT systems and technologies, with a strong understanding of ITIL principles and practices.
  • Problem-Solving Skills: Ability to analyze complex problems and develop effective solutions.
  • Teamwork and Collaboration: Strong teamwork and collaboration skills to work effectively with cross-functional teams.


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