Service Desk Analyst

**Acknowledgement of Country**:
CSIRO acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past and present. View our vision towards reconciliation

**Child Safety**:
CSIRO is committed to the safety and wellbeing of all children and young people involved in our activities and programs. View our Child Safe Policy.

**The Opportunity**:

- **Supportive, rewarding, inclusive environment.**:

- **Innovative and collaborative workplace with fantastic flexibility**:

- **Join CSIRO - Australia's premier research organisation**

CSIRO Information Management and Technology (IMT) are seeking talented IT-minded people to join the Onsite and Service desk group, Service Centre team to aid in the delivery of effective and timely IT support within CSIRO. As part of this group, the SD team is comprised of support staff in Victoria, Queensland and Western Australia.

The IMT Service Centre is the first point of call for IMT's clients. They are responsible for logging and management of IT tickets (requests, incidents and major incident handling), providing telephone support, ticket resolution utilising remote desktop technology, and escalation to 2nd or 3rd -level support for resolution where necessary.

**Your duties will include**:

- Deliver first contact remote IT support to provide both response and resolution in a timely manner to incidents or requests with a focus on customer service experience.
- Conduct analysis and classify tickets with the aim to resolved without escalation. If necessary tickets sent on to relevant support groups via the service management toolset
- Contribute positively to stimulate and promote a team approach, and develop sound working relationships with clients on a day to day basis as a representative of CSIRO IMT
- Identify tasks/issues that cannot be resolved and escalate them to senior staff and/or Technical Specialist Teams.
- Develop, maintain and expand individual skills which are of benefit to the services delivered by CSIRO IMT and that contribute to the skill set of the IMT Service Centre team

**Location**:Kensington, WA

**Salary**:AU$70k - AU$90k plus up to 15.4% superannuation

**Tenure**:Indefinite

**Reference**:96138

**To be considered you will need**:
**(selection criteria)**
- Relevant trade certificate/diploma/bachelor's degree or equivalent relevant work experience in Information Technology Support
- Demonstrated experience in an IT Customer Support role, supporting a broad range of services including:
- AD/Exchange object creation/manipulation.
- Network services, both local and wide area.
- Videoconferencing/IP telephony services.
- Microsoft Windows-based workstation environments in an Active Directory framework.
- PC hardware and software installation, configuration and troubleshooting.
- A strong service delivery focus, including excellent oral and written communication skills and effective interactions with customers.
- A proven track record as team player showing initiative, self-motivation, plus an ability and willingness to perform with mínimal supervision and follow defined procedures accurately and consistently.
- Ability to collaborate with other teams to achieve operational objectives.
- Strong organisational skills including the ability to multitask.

For full details about this role please review the Position Description

**Eligibility**:
Applications for this position are open to** Australian Citizens Only**

**Flexible Working Arrangements**:
We work flexibly at CSIRO, offering a range of options for how, when and where you work.

**Diversity and Inclusion**:
We are working hard to recruit people representing the diversity across our society, and ensure that all our people feel supported to do their best work and feel empowered to let their ideas flourish.

**About CSIRO**:
At CSIRO Australia's national science agency, we solve the greatest challenges through innovative science and technology. We put the safety and wellbeing of our people above all else and earn trust everywhere because we only deal in facts. We collaborate widely and generously and deliver solutions with real impact.

CSIRO is committed to values-based leadership to inspire performance and unlock the potential of our people.

Join us and start creating tomorrow today

**How to Apply**:
**Applications Close**:
Sunday 17th of March, 11:00pm AEDT