Service Desk Analyst

2 weeks ago

Melbourne, Australia M&T Resources Full time

**Melbourne**

**IT & Telecomms**

Help Desk / Support
- Contribute to project planning and implementation.
- Assist in a large-scale new hardware rollout.
- Work close to the city.

**About the role**:
This role is well suited for an experienced Service Desk agent who enjoys problem solving, being involved in planning of future projects and has a wealth of experience to draw on to provide solutions as fast as possible.

**Duties**:

- Provide service desk support including identification, diagnosis and remote resolution of user problems.
- Provide timely feedback on the status of allocated jobs via the Service Desk system and other methods of communication, using established guidelines and procedures.
- Contribute to the maintenance of accurate software and hardware inventories using established procedures.
- Assist in the identification of user training needs and liaise appropriately with the Information Technology Awareness Officer.
- Assist with planned and ad hoc training of users and branch members under the direction of the Information Technology Awareness Officer and the Information Services Service Desk and Telecommunications Coordinator.
- Contribute to project planning and implementation under the direction of the Information Systems Service Desk and Telecommunications Coordinator.
- Ensure the maintenance of systems security and integrity, including user access rights maintenance, in liaison with the Network Infrastructure Manager/Administration.
- Contribute to the evaluation of new technology or systems or of user’s requests, as required by the Information Services Service Desk and Telecommunications Coordinator.
- Contribute to the documentation of system and installation procedures, as directed by the Information Services Service Desk and Telecommunications Coordinator.
- Organise Cabling and Telecommunications requests to external suppliers.

**Skills & Experience**:

- Significant exposure in a Help / Service desk environment and customer service skills.
- Ability to undertake complex investigatory tasks.
- Highly developed interpersonal, communication and negotiation skills
- Ability to work as a member of a team.
- Ability to work under pressure, to plan, prioritises and organise work.
- Significant exposure in a Help / Service desk environment is mandatory.
- MCSE certification or working towards it is desirable.
- Train the Trainer skills and qualifications would be advantageous.
- A current Victorian Drivers’ license is essential.

**Culture**:Well organised and structured workplace providing knowledge and experience in process driven environments.

**How to apply**:

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