Service Desk Analyst

4 days ago

Sydney Olympic Park, Australia Davidson Group Services Full time

**This urgent Contract is working for a high profile global organisation on a very busy Service Desk.**

**Key responsibilities**:

- Provide 1st and 2nd level fault diagnosis and fault resolution for technology in scope.
- Ensure that ACD phones are answered within agreed targets.
- Log, monitor and manage customers’ incidents, requests and tasks to ensure that SLA targets are met.
- Assess the criticality of incidents and trigger the Major Incident Process.
- Work with resolver teams to streamline incidents through to resolution.
- Management of calls to ensure they’re being progressed and KPI’s are being met.
- Determine the nature of incidents, requests and tasks, and delegate, prioritise and allocate to the relevant support team if unable to resolve.
- Update incidents, requests and tasks with information relevant to customer calls.
- Identify Problems through the analysis of Incidents.
- Follow the Change and Release process including User Testing.
- Assist in the development of the Knowledge Base.
- Meeting customer / user needs and managing their expectations through communication and prioritisation based on value

**Key requirements**:

- Relevant TAFE or University qualifications
- Strong Windows support skills
- Excellent time management skills
- Excellent written and oral communication skills
- Excellent listening and interpersonal skills
- Highly self-motivated and self-directed
- Keen attention to detail

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