IT Service Desk Analyst

1 day ago

Scoresby, Australia Leidos Full time

Company Description

Grow your career. Flex to get more out of life. Care for your wellbeing. You can at Leidos.

**At Leidos we offer**:

- Career defining opportunities working on cutting edge bespoke projects at the forefront of innovation.
- All the benefits of a modern office, great scenery, easily accessible location and good proximity to food options
- Diverse teams, diverse thinking, diverse opportunities. We're big believers in the benefits of a diverse workplace and welcome you to join in

**About Us**

In Australia we have over 2,000 employees mostly based in Melbourne, Canberra and Adelaide. Globally we number 45,000 employees and are located in 35 countries. Our Mission is to make the world safer, healthier and more efficient through information technology, engineering and science. It’s work that we can all be proud of.

**Job Description**:
**Your New Role**

Our Corporate IT team has an opportunity for an enthusiastic Service Desk analyst to join our high-performing IT Service Desk.

Providing Level 1.5 support, this is an ideal platform for a new or established Service Desk professional with a high level of customer service. You will have many opportunities to broaden your knowledge and responsibilities in a constantly evolving role.

Working in a small local team, you will work on a rotating roster that covers our core business hours of 7:30am and 5:30pm, Monday to Friday, including Public Holidays. Time worked on public holidays is compensated and occurs on a rotating schedule.

Your day to day responsibilities include;
- Answering phone calls and accepting walk-in enquiries from staff
- Providing excellent customer service over the phone and in person
- Creating and maintaining ticket records accurately and efficiently
- Providing 1st and some 2nd level support over the phone and also in-person (walk-ups)
- Occasional desk side user support
- Managing major incidents
- Liaising with international support teams during Australian business hours
- Assist users mapping network shares and printers.
- Co-ordinating software and hardware purchases.
- Producing ad-hoc and scheduled reports

**Qualifications**:
**About You and What You'll Bring**

Tertiary qualifications from an accredited institution in a related discipline (typically Information Technology), and/or equivalent work experience/combined education.

An ITIL v3/v4 Foundation (or similar) certification is desirable, but not essential for this role.

A high level of skill in the following technologies are desirable:

- Microsoft Operating Systems (Windows 10) and software (Office 2016 suite including Outlook, Skype for Business)
- ServiceNow or similar ticketing systems

Your ability to learn, work as an effective team member and provide outstanding customer service will see you succeed in this role.

Additional Information
**This role does require the successful applicant to be an Australian Citizen and be able to obtain a baseline security clearance.**

You will also be based at our Scoresby office, but occasional travel may be required to Melbourne CBD location as needed.

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