Service Desk Analyst

2 weeks ago

Perth, Australia HAYS Full time

Great opportunity to work in a government enterprise

**Your new company**

Well known state government enterprise

6-month contract, Perth CBD location

**Your new role**

Provide front line support to internal users and be the first point of contact for all IT related queries,
- Responds to user enquiries according to service desk procedures, providing support across a range of hardware and software products, within set Service Level Agreements (SLAs).
- Provides first level support, identifying issues which require more complex support and ensuring their timely escalation.
- Monitors Incidents and ensure SLAs are adhered to, incident reports are developed, and preliminary problem assessments are performed.
- Manages Service Requests, monitoring and reporting progress to relevant parties.
- Manages escalations with external service providers on issues which are maintainable by the Service Desk.

**What you'll need to succeed**
- Demonstrated experience providing first and second level support
- Experience with troubleshooting hardware and software issues.
- Proficiency in using ticketing tools like ServiceNow, Fresh service or ConnectWise
- Previous customer service experience will be beneficial.

**What you'll get in return**
- Opportunity to work for a government firm
- High performance culture
- Supportive and collaborative team

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

2850776

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