Service Desk Analyst

7 days ago


Parramatta, Australia Link Group Full time

**Overview**

The purpose of this role is to be the first point of contact and provide resolutions on a range of IT enquiries, meeting or exceeding customer expectations and providing accurate resolutions and responses.

Customer facing first point of connection with Link Group IT and perform first level technical support to all Users and Clients.

**Key Accountabilities and Main Responsibilities**

Operational Management
- Ticket triage / categorisation / prioritisation / assignment.
- Escalation of Major IT Incidents,
- AD user record currency, network Share access, account provisioning / termination
- Provide high quality customer service on inbound and outbound calls
- Provide efficient and effective query resolution by taking ownership for first call resolution
- Identify opportunities to provide information regarding other value-added services
- Participate in formal and informal team based training
- Adhere to all legislative requirements required for the role
- Ensure Service Level compliance for Incidents and Requests
- Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner
- Use agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered
- Maintain and improve on key Service Desk performance indicators
- Participation in quality development
- Active involvement in team and cultural change within the Service Desk team
- Other responsibilities as directed by the Manager or Team Leader, Service

**Experience & Personal Attributes**
- Experience working on a Service Desk - providing IT support
- Active Directory
- Service Now
- ITIL processes
- Strong written and verbal communication
- Strong customer service skills



  • Parramatta, Australia NSW Government -NSW Police Force Full time

    **Computer Systems Officer Level 1**: - **Temporary Full-Time up to 24 months (2 roles)**: - **Parramatta** **About us** The NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and...


  • Parramatta, Australia Uniting Full time

    At Uniting, we believe in taking real steps to make the world a better place. We work to inspire people, enliven communities and confront injustice. - As an organisation, Uniting celebrates our diversity and welcome all people regardless of ethnicity, faith, sexual orientation and gender identity._ - We are _**_bold, imaginative, respectful_**_ and...


  • Parramatta, Australia Link Group Full time

    **Overview** The purpose of this role is to be the first point of contact and provide resolutions on a range of IT enquiries, meeting or exceeding customer expectations and providing accurate resolutions and responses. Customer facing first point of connection with Link Group IT and perform first level technical support to all Users and Clients **Key...

  • Service Desk- Level 2

    2 weeks ago


    Parramatta, Australia Genesis IT&T Pty Ltd Full time

    A growing and reputable IT Solutions Provider located Parramatta is looking for an experienced Service Desk Analyst. Our client is a high-performing organisation that supports long-term sustainable employment through multiple paid certifications in your first 6 months. **Key responsibilities will include**: - Resolve technical incidents within relevant...

  • IT Technical Analyst

    2 weeks ago


    Parramatta, Australia Uniting Full time

    At Uniting we believe in taking real steps to make the world a better place. We work to inspire people, enliven communities, and confront injustice. Our focus is always on the people we serve. We are **bold, imaginative, respectful, **and** compassionate.** **_ About the Role:_** This role is within the IT Service desk team of the Customer and...


  • Parramatta, Australia CDC Data Centres Full time

    **About us**: Established in 2007, CDC Data Centres is Australia’s leading operator of sovereign, secure, world-class data centre facilities. Headquartered in Canberra with multiple facilities in the ACT, NSW, VIC and New Zealand, CDC’s diversified operations provide secure data centre configurations that support co-location, containerised and...


  • Parramatta, Australia Uniting Full time

    **Service Desk Officer**: - Parramatta CBD | Full-time Permanent | Hybrid Working Model_ **About the Role** This is a customer-centric role, with a strong focus on delivering exceptional service and first-line support across Payroll, Finance, HR, Procurement, and Fleet functions. Based in Parramatta CBD, this role offers a hybrid working model of 3 days...


  • Parramatta, New South Wales, Australia HD IT Full time US$100,000 - US$110,000 per year

    Annual Salary range $100k - $110k depending on skills and experienceAbout UsHD IT is a leading Managed Services Provider based in Sydney, recognized as one of Australia's Top 50 MSPs for 6 years running We're all about innovation, collaboration, and delivering top-tier IT solutions.Why You'll Love Working With UsStay ahead with leading-edge tools and...

  • IT Security Analyst

    1 week ago


    Parramatta, Australia Catholic Diocese of Parramatta Full time

    At any given time, we may have a variety of primary, secondary and specialist teaching roles available across our 80 schools as well as non-teaching positions in schools and our central office that support the delivery of innovative learning and teaching to around 43,500 students. Our aim is to ensure our schools are the first choice for families, students...


  • Parramatta, Australia Uniting Full time

    At Uniting, we believe in taking real steps to make the world a better place. We work to inspire people, enliven communities and confront injustice. - As an organisation, Uniting celebrates our diversity and welcome all people regardless of ethnicity, faith, sexual orientation and gender identity._ - We are _**_bold, imaginative, respectful_**_ and...