Service Desk Support Analyst

1 day ago

Norwest Business Park, Australia Inchcape Australia Full time

**About Us**:
Inchcape Australasia employs over 1,200 team members across Australia and New Zealand. As part of a global company, our purpose is to bring mobility to the world’s communities - for today, for tomorrow and for the better. Across Australia and New Zealand, we have a diverse portfolio spanning distribution, where we hold the custodianship for some of the worlds most recognised brands; fulfilment, where we are the market leader in integrated, omni-channel automotive fulfilment solutions; retail, where we deliver an exceptional experience at every stage of the customer journey and financial services, where we deliver the right financial services solution to our distribution brand networks, retail businesses and customers.
Our diverse and rich history inspires us to adopt a longer-term perspective contributing to a more sustainable and responsible automotive industry while generating a positive impact for our customers and community.
Due to an internal promotion an opportunity has arisen for a driven Service Desk Support Analysts to join our team on a 6 month fixed term contract.
Your main duties will include, but are not limited to the following:

- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Focus on customer service when carrying out operational support, ensure customer is kept informed of call progress, and follow escalation process where appropriate.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Test fixes to ensure an incident has been adequately resolved.

Who are you?
- 6 months to 1 years’ experience in a Level 1 service desk, help desk or call centre role
- Working knowledge of Microsoft based systems (Windows, Office, Active Directory, Exchange, Office365 etc)
- Outstanding attention to detail
- Willingness to learn new skills
- Exceptional customer service skills
- Experience with prioritising support tasks and monitoring outstanding issues as well as managing customer expectations
- Working knowledge of ITIL
- Practical, working knowledge of hardware peripherals and associated software such as printers, scanners, teleconferencing

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