Service Desk Analyst

20 hours ago

Melbourne, Australia DXC Technology Full time

DXC Technology strives to attract and retain results-oriented employees who provide exceptional value to our work environment and clients. We aim to cultivate an inclusive environment in which all employees are rewarded for superior performance and recognised with opportunities for growth.

DXC provides IT managed services and solutions that help our customers do things faster and smarter and provide them with sustainable competitive advantage. We help customers to take advantage of the key technology trends that are shaping the business landscape and get ready for what comes next.

We currently have a permanent full time opportunity for a Service Desk Analyst to join our Melbourne office and work in a supportive and professional team. This role will be providing first level IT technical support on software, hardware and network issues working with a fun and motivated professional team. The focus of your role will be to follow documented processes to achieve high resolution rates within defined service levels. We are looking for someone who is passionate about providing their customers with a high level of service and support. This role will be working on our client site full time in Melbourne CB

**Role / responsibilities will include**:

- Accountable for and actively contribute toward the achievement of Customer Service Levels.
- Provide high quality technical support over the phone
- Monitor telephone queues & answer calls within stated guidelines
- Provide resolution over the phone through investigation and diagnosis, using remote system management tools
- Assign records accurately to resolver groups
- Liaise with internal and external vendors to satisfy customer queries
- Actively contribute content to the Knowledgebase
- Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk

**About you**

To be successful in this role you will have previous experience working in an outsourced service desk environment with demonstrable experience supporting the following technologies:

- Microsoft Operating Systems (Windows 7 and Windows 10).
- Microsoft Office 2010, 2016 and Office 365).
- Windows Server (Active Directory and MS Exchange)
- Experience with commercial call logging tools such as ServiceNow or Microsoft System Centre Service Manager

You will need to have demonstrated practical experience in:

- Delivering to Service Management disciplines (ITIL experience preferred)
- Achieving KPIs and service level targets.

You will be required to work well under pressure and be able to deal with high priority issues. We are looking for Analysts with excellent communication and problem-solving skills, who likes to work independently and is enthusiastic in providing high levels of customer service.

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