Service Desk Analyst

1 week ago

Canberra, ACT, Australia Genesis It&T Pty Ltd Full time

**Permanent Full Time**:

- **Global IT Company / Federal Government Client**:

- **NV1 clearance is required**

A leading global ICT organisation is currently seeking a Junior Service Desk Analyst to perform level 1 IT support services for a large federal government environment based in Canberra ACT.

**Key Responsibilities**:

- All Incidents, Queries, Complaints, Service Requests, or Change Requests must be initially diagnosed via troubleshooting following the directions in the applicable procedures.
- Actively manage and take ownership of all Incidents, Queries, Complaints, Service Requests that are assigned to the Service Desk Analyst through to resolution.
- Incidents and Service Requests are to be escalated to the relevant 2nd and 3rd level technical teams, in accordance with set procedures.
- Provide advice and information on procedures or technical fixes to the end user in order to ensure a successful resolution to the issue.
- Provide 24/7 support on a rotational roster basis.

**Key Requirements**:

- 1-2 years experience working as Service Desk or Help Desk Analyst for a large environment.
- Tertiary Education or other relevant IT qualifications, or relevant practical experience.
- Basic experience with Active Directory.
- Ability to service high volume technical issues and tickets.
- Excellent communication and customer service skills, show initiative and be outcome focused.
- Ability to build strong working relationships with diverse stakeholders
- Be an effective team player and make positive contributions.

**Salary Package**: $70,000 (incl. super)

**Job Ref**: 3557612

**TO APPLY**: Please click on the appropriate link.

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