Help Desk Professional

2 days ago

Sydney, New South Wales, Australia beBeeService Full time $100,000 - $120,000
Service Desk Analyst Job DescriptionJob Description

We are seeking a highly skilled and experienced Service Desk Analyst to join our team. The primary responsibility of this role will be to provide top-tier service and support to clients as the primary point of contact.

Key responsibilities include:

  • Support multiple client engagements simultaneously, ensuring timely and effective resolution of issues;
  • Ticket management, including tracking, assigning, and resolving customer issues within agreed SLA times, and creating/updating support documentation as required;
  • Collaboration with other support team members globally to ensure seamless communication and efficient issue resolution;
  • Direct interaction with customers to deliver high-quality service and meet expectations;
  • Evaluation, prioritization, and provision of technical support for incoming requests via telephone, email, or user request portals;
  • Creation, update, follow-up, and closure of service requests in accordance with published SLAs;
  • Exercise of judgment to determine when escalating calls and high-impact incidents is necessary, and follow-up to ensure resolution;
  • Active participation in the support space, working closely with the Service Desk Lead and other Service Desk Analysts to achieve shared goals;
  • Collaboration with internal teams (Development, Professional Services, and IT Infrastructure) to ensure end-to-end delivery of resolution to customer issues;
  • Contribution towards achieving KPIs based on personal utilization, project delivery, and revenue targets.
Required Skills and Qualifications

The ideal candidate should possess the following skills and qualifications:

  • Minimum 2 years of experience as a Service Desk Analyst in a SaaS application environment;
  • Minimum 2 years of experience in the software industry, preferably working for a business systems vendor in spaces such as WMS, CRM, POS, or ERP;
  • Understanding of data interchange formats, including JSON and XML, and proficiency in MS Excel;
  • Basic understanding of networks and networking concepts;
  • Experience with following data flows and structures, ability to trend and report on incidents;
  • Experience with service desk management tools, including Zendesk, ServiceNow, or similar platforms;
  • Experience working with O365, Jira, and MS SharePoint.
Desirable Qualifications

The following qualifications would be advantageous:

  • Warehousing, Freight & Logistics experience;
  • Advanced SQL knowledge;
  • Experience working with handheld RF scanners, particularly Android-based, and barcode scanners;
  • Experience working with thermal, laser, and belt printers;
  • Current IT service management certification, such as ITIL Foundation v4, or willingness to obtain within 6 months;
  • Degree in computer science or related field.

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