Service Desk Analyst

2 days ago

Perth, Australia Finite Full time

Location:
- Perth- Job Type:
- Contract- Specialisation:
- Help Desk & IT Support- Salary:
- Negotiable- Reference:
- CR/025172_1707200834- Contact:
- Katie Griffin- **ROLE DESCRIPTION / JOB TITLE**

The position is for a Service Desk Analyst, who provides ongoing support, technical skills and experience to deliver, maintain and support end-user standard operating environments.

**REQUIRED SKILLS, KNOWLEDGE, OR EXPERIENCE**
- Appropriate ICT related qualifications or equivalent industry recognised professional qualification, or relevant industry experience in a medium or large organisation.
- Awareness of IT Service Management best practices, methodologies and frameworks (e.g. ITIL, SIAM etc).
- Experience in delivering, maintaining and supporting end-user standard operating environments across a range of devices with a focus on Microsoft technologies.
- Knowledge of contemporary ICT trends, developments and standards
- Ability to work at various metropolitan sites, occasionally undertake travel to regional sites and work outside business hours as required.
- Ability to work independently and within a team
- Excellent interpersonal skills

**ADDITIONAL REQUIREMENTS**

**Outcomes**
- Allocates, monitors and resolves Incident and Service Requests, ensuring that agreed service level targets, KPIs and operational requirements are achieved.
- Utilises endorsed ICT Support Services tooling and technologies (e.g. IT Service Management System, Group Policy, SCCM, VDI and GPO) on a day-to-day basis as required.
- Adheres to and enforces policies and procedures related to Standard Operating Environment (SOE) and IT hardware and software asset management.

**Reporting**
- Submission of weekly time-sheets using the customers nominated time-sheet system RCTI.
- Monthly Project Status Reporting (PSR) in-line with reporting guidelines to the Manager and BID Category/Office Manager for each assigned project

**Meetings**
- Attendance at quarterly business engagement branch meetings
- Contract review meeting at expiry of contract, and
- Other meetings as required.

**Key Performance Indicators**

The following KPIs are applied to this contract:

- Meet time lines defined by the Category Manager
- Deliver assigned work packages/components by agreed time lines
- Ensure that the deliverables satisfy the prescribed quality criteria as defined by the Category Manager

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