Service Desk Analyst

1 week ago

Melbourne, Victoria, Australia Coforge Full time

Overview
Role - Service Desk Analyst
Location - Melbourne
Duration - 12 months
We at Coforge are looking for a Service Desk Analyst in Melbourne with the following skills.
Responsibilities
Level 1 Support.
Provide accurate and detailed logging, triaging, tracking, and resolving of incidents, service requests and problems via phone, email, and walk-ups within the TFA service management tool (ServiceNow).
Respond to, research, analyze, and resolve customer requests within agreed SLA's.
Liaise with Level 2 and Level 3 resolver groups to manage and maintain communications with end users.
Participate in a flexible working arrangement across a range of 8-hour shift patterns covering 7:45AM – 8:00PM AEST.
Participate in a rotational on-call roster for out of business hours support.
Build and deploy SOE to enterprise devices using SCCM and Intune, update asset registers and adhere to approved processes.
Maintain and contribute to knowledge bases, documentation and procedural guides.
Share knowledge and skills with colleagues to promote cross-skilling and enhance the overall effectiveness of the Service Desk.
Monitor, communicate and respond to alerts from enterprise systems.
Use remote support tools to expedite resolution of incidents and service requests.
Experience with or ability to troubleshoot the following technologies is highly regarded: Pega, PowerShell, Microsoft 365, Active Directory and iOS devices.
Qualifications
Minimum 3 years' experience in a Service Desk or IT Support environment.
Proven troubleshooting and analytical skills, with a methodical approach to problem solving.
Outstanding customer services ethic with excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
Enthusiastic, motivated, positive attitude; demonstrates initiative and is a self-starter.
Strong desktop support skills including Microsoft Windows 10 & 11, Microsoft Office 365 suite, Hardware (laptops, desktops, peripherals), and AV equipment (meeting room setups and conferencing tools).
Solid understanding of server environments, including Exchange and Active Directory administration.
Microsoft 365 support and administration (e.g. Teams, SharePoint, OneDrive and Intune).
Well-developed time management and prioritization skills, with the ability to manage multiple tasks and deadlines.
Demonstrates sound judgement, proactive problem solving, and exceptional attention to detail.
Familiarity with ITIL systems (e.g. ServiceNow and Jira).
Support of remote users and hybrid work environments
ITIL Foundation certification or equivalent service management framework knowledge
Tertiary qualifications in Computer Science and Information Technology.
Previous experience within a Financial Services or regulated industry.
Basic scripting or automation experience is a plus.
Employment details
Seniority level: Associate
Employment type: Full-time
Job function: Information Technology
Industries: IT Services and IT Consulting
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