Service Desk Analyst

4 days ago

Canberra, Australia Infinite Consulting Full time

Service Desk Analyst to support the administration of matters relating to provision of planning and delivery support activities to staff on core business operations and processes, and the resolution of technical ICT problems.

**Duties**:

- Record accurate, timely and meaningful data in relation to client follow ups, requests and communication.
- Provide on-call support after hours on a rostered basis.
- Determine software and hardware requirements to provide solutions to problems.
- Install and configure software and hardware, and repair and replace peripheral equipment.
- Assist in the development and updating of knowledge base articles, and standard operating processes and procedures.
- Coordinate with team members and other support areas to provide resolution of issues, including the escalation of more complex issues to management and technical teams as required.
- Conduct administration, scrip, and access management tasks where required.
- Assist with the planning and delivery of additional support activities.
- Conduct investigations for troubleshooting, research and analysis to obtain evidence-based conclusions and assist in the management, preparation and coordination of policy or procedure formulation and/or project management.

**Skills Required**:

- Successfully setting priorities and delivering quality results on time within the provision of business support arrangements and service desk operations.
- Communicate effectively whilst responding to stakeholder needs and
- expectations across a geographically dispersed network.
- initiatives while contributing to change and business improvement strategies.
- Knowledge and experience in the use of Microsoft Windows, Microsoft Office, Microsoft
- SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly desirable.

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