Senior Service Desk Analyst

2 days ago

Brisbane, Queensland, Australia Hills Health Full time $80,000 - $120,000 per year

Are you a motivated and dynamic Level 2 IT Service Desk professional ready to bring your ITIL knowledge and superior customer support skills to our table and hit the ground running?

You thrive on solving IT and customer issues, adhering to internal processes and service level agreements, ensuring that our clients receive the highest standard of service. Your customer-centric approach, combined with a passion for technology, makes you a vital contributor to the success of our team. You're not just a problem-solver—you're someone who enhances the overall client experience with every interaction.

You'll take ownership of high-severity incidents and escalations, ensuring operational accuracy across incident management, asset registers, and customer invoicing. You will work closely with the Customer Service Manager on project-to-service handovers, technician scheduling, and service desk call handling. Your contributions will extend to enriching the service knowledge base, championing continuous improvement initiatives, and ensuring team accuracy.

This is a fantastic opportunity for a detail-oriented and proactive professional who thrives in a technically diverse, fast-paced environment, and is passionate about delivering exceptional customer service while driving operational efficiency.

Key Responsibilities

·
Call handling through to resolution, including escalations

·      Assist with major incident coordination including tech bridge, communications, and post incident reviews.

·      Review project-to-service handover documents as delegated.

·      Update the CMDB and maintain asset registers for accurate service tracking.

·      Process, monitor, and deliver timely completion of service-related sales and invoices.

·      Maintain knowledge of assigned brands, products, and services.

·      Escalate unresolved IT infrastructure or application issues to IT Systems Operations Engineers or Field Technicians.

·      Contribute to the creation and maintenance of knowledge base articles.

·      Support SLA and KPI reporting for the Customer Service Manager.

·      Ongoing trend analysis of repeated incidents and escalate appropriately.

·      Follow established processes and procedures and contribute to continuous improvement.

Key Competencies

·
      Incident Management: Handle complex incidents and service requests.

·      Customer Service Support: Provide advanced customer service and desk oversight.

·      Asset & Config Mgmt.: Maintain CMDB and asset registers.

·      Knowledge Management: Contribute to knowledge base and brand/product knowledge.

·      Administration: Oversee invoicing and payment processing accuracy.

·      Problem Management: Identify recurring issues for escalation.

·      Relationship Management: Liaise with Finance, IT Ops, and Field on escalations.

Qualifications and Certifications

·      Certificate or Diploma in IT, Business Administration, or equivalent experience.

·      ITIL Foundation certification (mandatory)

·      ITIL Practitioner: Incident Manager (desired), or equivalent experience.

·      Experience with CMDB and service management tools (e.g., Odoo, ServiceNow, iTop).

Please note all employees are required to have a clear and current police check.

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