Service Desk Professional

5 days ago

Darwin, Northern Territory, Australia beBeeTechnical Full time $100,000 - $120,000

IT Service Desk Position

ASIC is seeking an experienced IT Service Desk Analyst to join their team. This role involves providing support for staff requiring assistance with technology-related issues.

Key Responsibilities:

  • Respond to telephone and email queries from staff, ensuring timely and effective assistance on a range of technical matters.
  • Communicate effectively with empathy during periods of high pressure, providing a positive customer experience.
  • Use troubleshooting approaches to resolve customers' problems as quickly as possible.
  • Manage incoming work and drive positive customer outcomes within agreed service standards.
  • Document customer issues and resolutions in the customer management system.
  • Review and update procedural documents to ensure accuracy and relevance to solving customer issues.
  • Provide education and upskilling opportunities for colleagues on new processes and technologies.

Requirements:

  • A minimum of two years' experience as a service desk analyst, with a focus on improving daily activities.
  • Strong written and oral communication skills, demonstrating empathy and compassion in high-pressure situations.
  • Logical and analytical approach to problem-solving.
  • Ability to understand business-critical issues and escalate when necessary.
  • Passion for learning new processes and technology, with the ability to work independently and be accountable for delivered outcomes.

Desirable Skills:

  • Experience in responding, recording, and resolving customer queries within a structured and timely manner.
  • Knowledge of the ITIL framework.
  • Experience with a broad range of technology, including Windows 11 laptops and desktops, Cloud technology, Networking technology, Printing infrastructure, Windows Server, Active Directory knowledge, Microsoft 365 knowledge.

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