IT Support Specialist

1 week ago

Canberra, ACT, Australia beBeeCustomer Full time $97,920 - $118,832
Job Title: Service Request Analyst

Delivering Exceptional Customer Experiences

We're a certified workplace that values and supports our team members in their various roles within their family settings.

Our organisation delivers innovative IT solutions to protect and advance the way of life. Our local experts, backed by global experience and partners, work to solve complex challenges in government, defence, aviation, border protection, and health markets.

Your New Role and Responsibilities

The Service Request Analyst plays a vital role in ensuring a positive end-user experience by managing and fulfilling IT service requests efficiently. This position operates within an ITIL-aligned framework, supporting continuous improvement initiatives and contributing to overall service excellence.

Key Responsibilities:

  • Receive, categorise, prioritise, and process IT service requests using our ITSM tool, aligning with procedures, service levels, and compliance requirements.
  • Coordinate with support teams to ensure timely and accurate fulfilment, maintaining clear communication with end-users for updates and information gathering.
  • Maintain accurate records of all service requests and actions taken; escalate unresolved or at-risk requests according to established procedures.
  • Contribute to service improvement by developing and maintaining service catalogue entries and knowledge base articles, participating in process reviews and improvement initiatives.
  • Provide reporting and performance metrics as required, supporting cross-functional ITSM processes such as Incident, Change, and Problem Management when relevant.

Qualifications & Experience:

  • Proven experience in a service desk, IT support, or service request fulfilment role with a strong customer service focus in a fast-paced, customer-facing IT environment.
  • Proficient in using ITSM platforms such as ServiceNow or Micro Focus Service Manager, with familiarity in ITIL practices; ITIL Foundation V4 certification is desirable.
  • Excellent written and verbal communication skills, strong interpersonal abilities, and a high level of attention to detail and accuracy.
  • Strong problem-solving, critical thinking, and time management skills, with the ability to prioritise tasks, meet deadlines, and collaborate effectively with internal teams and external vendors.
  • Demonstrated ability to meet performance indicators including SLA compliance, user satisfaction, request accuracy, adherence to ITSM processes, and contributions to service improvement initiatives.
  • This role requires the successful applicant to be an Australian Citizen and hold a NV-1 level security clearance.

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