Desktop Support/service Desk Analyst

2 weeks ago

Sydney, Australia Delivery Centric Technologies Full time

**Role: Desktop Support / Service Desk Analyst**

**Location: Sydney**

**Experience: 2-5 years**

**Responsibilities**:

- Serve as the first point of contact for technical assistance, focusing on incident management.
- Troubleshoot issues, guide users through solutions, and escalate unresolved cases to second-level support.
- Collaborate with the Service Desk Manager to review services, maintain SLA compliance, and ensure relevance to client needs.
- Analyze trends in support requests to address knowledge gaps and procedural issues.
- Handle incident queues, escalations, and ensure timely stakeholder engagement for sensitive issues.
- Take prompt and appropriate actions to resolve incidents to client satisfaction.
- Maintain and update support documentation, contributing to process and training improvements.
- Participate in quality reviews, address performance gaps, and suggest tool/process enhancements.

**Desirable Qualifications**:

- Proven experience as a service desk analyst or other customer support role, preferably in an enterprise level environment
- Ability to work efficiently under pressure in an ever evolving environment with a large spectrum of products within support scope
- Certified or experienced in ITIL aligned environments and best practices
- Experienced in the use of an ITSM tool to raise and resolve cases, preferably Service Now
- Tech literate with the ability to quickly become proficient in multiple software platforms and tools
- Good understanding of computer systems, mobile/network devices, printers and other hardware
- Ability to diagnose and resolve basic technical issues
- Strong verbal and written communication skills
- Customer-focused and professional approach to service delivery
- Ability and willingness to work on a rotating roster including weekends

**About Us**:
We are **Delivery Centric,** a dynamic technology company that is transforming the delivery of **cloud implementations** and **Cyber security**. We are **headquartered in Australia**with a global presence. We are tenacious, future-thinking, and highly driven to achieve an ambitious vision to be the leading global provider of innovative technologies for companies that keep our world clean, safe, and secure.

Our fast-paced and supportive environment will offer you lots of benefits, including a competitive salary, a friendly team, a healthy work environment, and opportunities for training and development
- **Why work with us?**_
- Work with **diverse technologies**, **projects**, **clients**and **industries**.
- Spend your days in a **creative**and **innovative**environment.
- Share **experience**and **knowledge**as part of an **agile**and **dynamic**team

Work Authorisation:

- Australia (preferred)

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