Digital Services Analyst

9 hours ago

Parramatta, Australia APG Workforce Full time

Pay Rate: $70.08 hr plus super
- Government Role
- Location - Parramatta + WFH

APG Workforce are currently looking for a Digital Services Analyst for a 3-month contract Government Sector based in Parramatta.

**Start Date**: ASAP

**End Date**: 3-Months + Possibility of Extension

**Pay Rate: Parramatta**

**Pay Rate: $70.08 hr plus super**

**Primary Purpose of the Role**
Securely support the daily customer service function of the Digital Service Desk to ensure effective and efficient delivery of support services at the service desk level, further enabling Sydney Water digital services resilience.

**Key Accountabilities**
- Fulfilment of all Digital Service Desk related activities for Sydney Water with a focus on digital services(IT), ensuring security of operations, adherence to process, and service levels monitored and maintained.
- Contribute to the Digital culture of delivering a quality customer service experience
- Support other streams within the Digital Service Desk where required, to ensure call response SLAs
- Support team colleagues with training and knowledge sharing, nurturing a collaborative environment
- Collate and deliver information to monitor and maintain Digital reports and processes.
- Ensure adherence to Sydney Water IT policy, process, and frameworks.
- Ensure risks and issues are identified and reported on a continual basis to the functional lead, ensuring customer focused delivery.
- Implement tasks allocated by the functional lead to operate the Digital Service Desk to meet customer service requirements
- Deliver accurate, timely work to ensure that Digital Service Desk can perform its function well, and service its customers.
- Identify and implement ways to improve efficiency of Digital support processes and procedures.

**Qualifications, licences, and certifications**
- Qualifications in information technology, computer science or similar or equivalent industry experience.
- Operational experience in a multi-function service desk / business centre environment
- Demonstrated experience working with technology service delivery - in particular, Desktop Support services
- Service Desk Technician or Analyst accreditation and/or ITIL Foundation-level certification

**Experience and skills**
- Minimum 1 years’ experience in operational delivery role within an IT Service Desk
- An understanding or experience in delivering managed end-to-end customer services
- A broad understanding of enabling infrastructure technologies at the enterprise level
- A solid technical understanding of desktop and telephony technologies
- A good understanding of IT Service Management concepts (i.e., basic ITIL)
- Minimum 3 years’ experience in Information Technology
- Technical knowledge and/or experience in service desk technologies

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