Service Desk Analyst

3 days ago

Melbourne, Victoria, Australia Limelight People Full time $60,000 - $90,000 per year

We're looking for a motivated Service Desk Analyst to join a fast-paced, customer-focused technology team. This role is the first point of contact for technology support, ensuring staff and partners receive seamless, high-quality service.

About the role:

As a Service Desk Analyst, you'll provide first and second level technical support, resolve incidents, and manage service requests, all while delivering an exceptional customer experience. You'll also contribute to process improvements, stay up to date with new technologies, and collaborate with your peers to enhance team performance.

Key responsibilities:

  • Provide timely, high-quality resolutions to incidents and service requests
  • Deliver support services within agreed SLAs and KPIs
  • Communicate escalations effectively and keep technical knowledge current
  • Collaborate with peers and leaders to improve team outcomes
  • Identify opportunities for process improvement and contribute to their implementation
  • Stay informed about IT trends and advancements

What we're looking for:

  • Strong customer service and interpersonal skills
  • Excellent problem-solving, analytical, and multitasking abilities
  • Previous experience achieving SLAs
  • Strong understanding of incident resolution
  • Experience working in a similar role within the financial services.
  • ITIL certification
  • Experience in delivering superior customer service and understanding of customer needs
  • Knowledge of service delivery within a technology environment

This role is an initial 6 month contract with a hybrid work model. The office is based in the Melbourne CBD and requires 2-3 days a week in the office. 

Please apply now - only applicants with Australian Citizenship or full working rights can be considered for this role.

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