IT Service Desk Analyst

2 weeks ago

South Brisbane, Australia CareCone Australia Full time

**Position
- **IT Service Desk Analyst

**Location-** Brisbane, QLD

**Employment Type**:Permanent

**Work Type**:Onsite

**Must have full working rights. No sponsorship.**

**Role** **purpose**

The purpose of the role is the delivery of first-line proactive and reactive technical support for all business areas. Working closely with IT colleagues, partners, suppliers and business areas to provide a single point of contact to log, fix and progress IT-related requests and faults.

**KeyAccountabilitiess:

- **

**Incident Management**:

- Ensure all calls are updated and resolved within SLA targets.
- To endeavour to provide a Customer Expectation **service**:

- Undertake first-line resolution activities
- Participate in ongoing review and maintenance of the IT **Service** **Desk** processes
- To take part in knowledge-sharing activities to include both business and technical knowledge-sharing

**Call Management**:

- Deliver best practices of call management:

- To ensure that all calls are logged accurately within the IT Service Desk
- Capture detail and correct information pertaining to all inbound calls

**Shift Rotation**:

- To participate in a shift rotation to ensure adequate cover is provided 7 days per week, including weekends and bank holidays.

**Communication**:

- Writes and speaks fluently on all aspects of work and communicates effectively
- Actively communicate and seek feedback from colleagues and customers
- Be proactive in working with others to improve IT **Service** **Desk** customer experience

**General**:

- Undertakes any necessary training associated with the duties of the post and participates in training and development procedures
- Maintains confidentiality and observes data protection guidelines.
- Carries out any other reasonable duties in line with their capability.

**ITSM process + Tools**:

- Understanding of ITSM process
- Understanding of Ops Ram and Service Now
- Hands-on experience with Active Directory, Exchange, O365 (new user ID creation) etc.

**Experience and personal qualities**:

- 3-4 years experience in IT or a similar customer support/**service** delivery **role**:

- **Excellent customer service** skills with a high level of focus on quality
- Ability to communicate in a clear and professional manner
- Problem solving and analytical skills and ability to work under pressure
- Excellent interpersonall skills (verbal and written)
- Clear understanding and interest in current and emerging IT technologies
- Beneficial to have an awareness of the IT industry in general
- An understanding and interest in the use of IT within business functions

**Job Types**: Permanent, Full-time

Schedule:

- 8 hour shift

Ability to commute/relocate:

- South Brisbane, QLD: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (preferred)

Work Location: In person

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