Service Desk Analyst

2 days ago

Melbourne, Australia Talent Street Full time

**Service Desk Analyst - 3 month contract with possible extensions
- Victorian Government Agency - Melbourne**

**Responsibilities**
- Adhere to ITIL best practices as outlined in the IT’s procedures.
- Maintain ownership of logged Service Desk tickets.
- Provide 1st and 2nd level support in accordance with agreed service levels.
- Assist in the maintenance and review of Service Desk procedures and documentation.
- Participate in team projects that enhance the quality or efficiency of IT service support.

**Key Selection Criteria**
- Demonstrated effective verbal and written communication skills to record details of IT service requests or incidents and capture their significance for the customer
- Good analytical and problem solving skills to identify where underlying IT problems are causing incidents and to allocate the problem ticket to the relevant technical team for resolution.
- Ability to use knowledge resources to provide the requested service or resolve the incident or to escalate where that is not possible.
- Ability to work cooperatively and professionally in a team environment.
- Extensive knowledge of ITIL-based procedures.
- Ability to work effectively and efficiently under pressure.
- Demonstrated commitment to the provision of high level of customer service.

**Qualifications and training**

Highly Desirable:

- ITIL training
- Tertiary qualification in Information Technology or equivalent
- Industry certifications such as CompTIA A+

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