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Service Desk Analyst
2 months ago
This is a full-time, ongoing, hybrid, Melbourne CBD based role, working in a team dedicated to supporting the Department of Transport and Planning.
The Service Desk Analyst is the first point of contact for ICT issue resolution and customer assistance. They provide important first level support (predominantly by phone, chat and self-serve request fulfilment) to ensure that customers can access and use their ICT systems.
Cenitex operates within an ITIL aligned environment, providing technology and other information sources to enable our Service Desk Analysts to:
- log incidents and requests
- fix issues and complete first level troubleshooting
- escalate problems to level two and beyond if required
- track and follow-up with customers
Effective communication with customers is critical, requiring customer service, empathy, and a genuine passion for applying ICT knowledge to support customers. Problem-solving skills, professionalism, and the ability to communicate with others to achieve a positive outcome are essential.
The teams at Cenitex are experts in their areas of specialisation and will ensure that you have the knowledge required across the technologies that you will support. Occasionally, there may be the need to provide on-call after-hours support based on a rotating roster, as well as participating in evening shift work.
About You- Must have excellent customer service skills and experience.
- Ability to manage time and prioritise tasks in a high-pressure environment.
- Punctual, reliable and proactive nature.
- Work in a diverse and inclusive team environment.
- Previous experience working in an ICT Service Desk is desirable.
Cenitex is proud of its diverse group of employees with a unique mix of skills and talent. We believe diversity and inclusion enhances our workforce capability and culture in delivering outstanding technology services and solutions for our customers. We embrace differences in gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation.
Cenitex is an equal opportunity employer. We highly encourage applicants from diverse backgrounds, abilities, Aboriginal and Torres Strait Islander people to apply.
