Service Desk Analyst

2 weeks ago

Sydney, New South Wales, Australia Hitachi Full time $60,000 - $90,000 per year

About Us

A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there's something for everyone to get stuck into. And that's where you come in.

Sydney, New South Wales, Australia (On-Site)

Key activities and responsibilities

  • This is predominantly an in-person office-based role, occasional remote working to be permitted when advanced notification provided.
  • Provide 1st and 2nd level technical support across IS/IT services.
  • Follow ITIL and Agile methodologies, including Problem, Change, Incident, and Request Management.
  • Log, monitor, and manage incidents, requests, and tasks to meet SLA targets.
  • Assess incident criticality and trigger the Major Incident Process.
  • Capture and document Service Desk Analyst workflow, user and technical issues encountered and solutions
  • Collaborate with resolver teams to streamline incidents through resolution.
  • Delegate, prioritize, and allocate work to the relevant support team if unable to resolve directly.
  • Update incidents, requests, and tasks with relevant information from customer calls.
  • Identify problems through incident analysis.
  • Follow the Change and Release process, including User Testing.
  • Maintain configuration of Service Desk tools (ACD, email systems, internet & Intranet, Knowledge database, Active directory, Service Now, remote control, search & diagnostic tools).
  • Identify and participate in the Continued Service Improvement Program (CSIP) for Service Desk.

General Requirements

  • Troubleshooting and problem-solving ability to find solutions to technical problems
  • Assist in ensuring a harmonious work environment by upholding Hitachi's values: Harmony, Sincerity, and Pioneering Spirit
  • Ensure high quality presentation of workplaces and adherence to Work Health and Safety standards and procedures
  • Comply with all relevant company Work Health, Safety and Environmental policies and framework and work practices with the intent of preventing or minimising accidental exposures to self, colleagues, visitors and/or the environment and always ensure safe work practises.
  • Comply with all relevant Company policies and procedures.

Essential Experience

  • Demonstrated experience in an IT support role.
  • Proficiency in Microsoft technology.
  • High-level skills in using common desktop PC software tools and Web-based applications.
  • Exceptional customer service orientation with excellent communication skills.

Thank you for your interest in Hitachi Rail. If your application is of interest, we will be in contact. Please do not hesitate to discover more about us and our latest jobs at

At Hitachi Rail, there is a place for everyone. We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and world view. It is our commitment to create an inclusive environment - we are proud to be an equal opportunity employer.

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