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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 Southern Cross Care Queensland. As a key member of our ICT team, you will play a critical role in ensuring the smooth operation of our IT systems and applications, resolving technical issues, and providing exceptional customer service.
Key Responsibilities- Provide timely and effective technical support for hardware, software, network, and other IT-related issues
- Diagnose and troubleshoot technical problems, and provide resolution or escalate to appropriate teams as needed
- Document and track all incidents and service requests in a ticketing system, ensuring accurate and complete records
- Collaborate with other IT team members to resolve complex technical issues and ensure prompt resolution
- Provide exceptional customer service, ensuring a positive and professional experience for all customers
- Proven experience as a Service Desk Analyst or in a similar technical support role
- Strong technical skills and knowledge of Windows operating systems, Microsoft Office Suite, hardware, and networking concepts
- Familiarity with the ITIL framework and IT service management principles
- Excellent problem-solving and troubleshooting skills, with attention to detail
- Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users
- Ability to work independently and prioritise tasks in a fast-paced environment
- University or TAFE Qualifications in Information Technology. Professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation Certification are a plus
Southern Cross Care Queensland is a Catholic not-for-profit organisation established by the Knights of the Southern Cross, more than 40 years ago. We are passionate about growing communities where best lives are lived, and serving the needs of our residents and clients with compassion and care is, as always, at the heart of what we do.
We are committed to creating a culture where every person matters, and our culture program, Known & Loved, enables staff to build genuine community connections with each other and those we serve.
