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Service Desk Analyst
2 months ago
We are seeking a highly skilled and motivated Service Desk Analyst to join our team at Queensland Fire and Emergency Services. As a Service Desk Analyst, you will be responsible for providing timely and quality ICT service desk support services for departmental and/or operational staff and volunteers.
Key Responsibilities- Provide Tier 1 application and systems support for the departments operational and/or corporate streams ensuring smooth and effective service delivery and efficient resolution of issues to meet the needs of our clients.
- Act as the first point of contact and ensure that client requests including phone, email or face-to-face are attended to promptly, and that adequate IT support coverage is maintained.
- Receive ServiceNow requests from clients, diagnose and resolve where possible or assign to the appropriate area for action, including monitoring and follow-up to completion.
- Maintain working knowledge of relevant legislation, policies, guidelines, and standards documentation in accordance with quality management principles and legislative compliance.
- Provide incident management and request fulfilment support as per documented procedures, using highly developed problem-solving skills to identify and remediate complex desktop issues to timely resolution.
- Undertake escalation procedures, coordinate communication with clients, support units and staff, and monitor major service issues to timely resolution.
- Maintain working knowledge of current desktop and networking systems and technical skills to provide an ongoing effective technical support service.
- Experience operating within a fast-paced ICT service delivery function.
- Experience in the use of ServiceNow especially knowledgeable with Incident, Request, Critical Incident, Change, Problem.
- ITIL 4 certification (preferred)
- Ability to understand current technologies from a support perspective.
As a Service Desk Analyst with Queensland Fire and Emergency Services, you will have the opportunity to work in a dynamic and supportive team environment, providing critical IT support to our staff and volunteers. You will be part of a team that is committed to delivering high-quality services and making a real difference in the community.
We offer a range of benefits, including professional development opportunities, flexible working arrangements, and a supportive and inclusive work environment.
If you are a motivated and customer-focused individual with a passion for IT support, we encourage you to apply for this exciting opportunity.
