Help Desk Analyst

2 months ago


Melbourne, Australia Florida Tech Full time
The Help Desk Analyst, reporting to the Tech Support Manager, collaborates with the Help Desk Coordinator and staff to provide and ensure Florida Tech’s end-users receive the appropriate assistance on issues concerning computer hardware, software, networking, and applications. This includes partnering with internal teams to manage all procedures for identifying, prioritizing, and resolving end-user help requests.

Responsibilities include:

Providing 1st level support phone support

Acting as responder and escalation point for all 1st/2nd Level issues

Assist the Helpdesk Coordinator to serve as a Point of Contact for the Help Desk for all users and staff.

Ensure timely communications, as needed, with clients on incident progress, change control, and scheduled outages.

Manage/Prioritize/Escalate Help Desk tickets and assignments to the appropriate personnel.

Ensuring all incidents and problems are resolved/closed within Service Level Parameters

Document issues and create/update Knowledge Base entries

Requirements include:

Associate's Degree in an IT-related field or equivalent/relevant experience.

Experience in IT customer service support.

Experience classifying incidents and requests.

Experience assisting with Help Desk queues, including phone, email, and web.

Experience with a professional ITSM is preferred.

Knowledge of multi-platform processing and tools used for incident tracking and trending

Strong interpersonal skills; able to successfully build relationships

Strong communication skills

Ability to communicate complex IT issues at all levels of the University (i.e., from Students to Senior Leadership)

Knowledgeable of academic environments, services and applications is a plus.

Demonstrated commitment to quality user support and customer satisfaction

Strong business acumen and analytical and problem-solving

A self-motivated team player who can work independently

Ability to work with demanding users and manage their complaints in a fast-paced environment

Equal Opportunity

Florida Tech does not discriminate on the basis of race, color, gender, religion, sexual orientation, national origin, disability, genetic information, age, pregnancy, parenting status, veteran status or retirement status in its activities and programs. In accordance with Title IX of the Education Amendments of 1972, Florida Tech does not discriminate on the basis of sex. Inquiries concerning the application of the non-discrimination policy may be directed to the Office of Title IX at John E. Miller Office Building (401QAD), 150 West University Blvd, Melbourne, FL 32901,


  • Help Desk Specialist

    2 weeks ago


    Melbourne, Victoria, Australia Davidson Full time

    The OpportunityAt Davidson, we are seeking a dedicated Service Desk Analyst to join our Information and Communications Services department. This role offers an opportunity to utilize your excellent customer service and technical support skills to help maintain crucial IT services for our teams.The RoleAs a Service Desk Analyst, you will deliver comprehensive...


  • Melbourne, Victoria, Australia Salt Recruitment Full time

    Role Overview: We are seeking a skilled Level 2 Service Desk Analyst to provide technical assistance and support to our customers.


  • Melbourne, Victoria, Australia Florida Tech Full time

    About the Role">At Florida Tech, we are seeking an experienced Help Desk Analyst to join our team. As a key member of our IT support team, you will be responsible for providing top-notch technical assistance to our end-users.Key Responsibilities:Provide first-level support via phone and emailServe as a point of contact for users and staffManage help desk...

  • Help Desk Manager

    6 months ago


    Melbourne, Australia Compass Group Australia Full time

    **_Join the opening team at the New Footscray hospital._**: - **_Full time, on-site role._**: - **_Supportive team making a big impact._** Today and tomorrow at Compass Group, we serve a better future by enriching people, communities, and our planet. We do this because we believe that everyone should be seen and nourished as a whole person. We focus on...


  • Melbourne, Victoria, Australia ASG Group Full time

    We are seeking a highly motivated Service Desk Analyst to join our team in Melbourne, providing exceptional customer service and technical support to internal staff.About the Role:Act as the first point of contact for users via phone, email, and face-to-face interactions.Diagnose and resolve technical issues promptly, escalating unresolved issues to level 2...


  • Melbourne, Australia Optus Full time

    **Service Desk Analyst**: **Date**:13 Nov 2024 **Location**: Melbourne, Australia **Company**:Singtel Group **It starts with YES!** As a Service Desk Analyst (SDA) you’re required to act as a central point of contact providing assistance to Optus customers and enabling them to make effective use of their Optus products and services. You will be...

  • Service Desk Analyst

    2 months ago


    Melbourne, Australia Specsavers AU Full time

    Contract TypeFull time, Permanent RegionMelbourne (Support Office) Job FamilySupport Office|Job Category Technology / IT by‍08/11 2024 What you'll do **What we can offer you** At Specsavers, we know that to be your best and reach your full potential you need to work somewhere that will bring out your best. We pride ourselves on offering a workplace...

  • Help Desk Team Lead

    5 months ago


    Melbourne, Australia John Holland Full time

    Melbourne, VIC, AU, 3000**About John Holland**: At John Holland, our purpose is simple, we transform lives with everything we do. We’ve always known at its heart infrastructure is about people — our customers, our employees, and the communities in which we work. That’s our difference. Deep experience and capability with a genuine care about creating...

  • Help Desk

    6 months ago


    Melbourne, Australia Conquest Personnel Pty Ltd Full time

    **The Company** Family-owned business, who are very successful in their field of technology. They are a wonderful growing business who are supportive and provide a great culture. They also have good mentors who are able to train their new staff. **The Role** This role is varied; Help Desk will be the primary focus on a rotating roster. **Duties will...


  • Melbourne, Australia Pan Asia Full time

    Role : Service desk Duration : 6 months and renewable contract Client: IT Location: Melbourne Australia **Service desk analyst responsibilities include the following**: Analysing and evaluating software and IT systems Answering incoming IT questions from clients and staff in person, over the phone or remotely Performing system installations, upgrades...

  • IT Help Desk

    3 days ago


    Melbourne, Australia Grow Talent Full time

    The ClientOur client, a leading provider of managed services, is assembling a dedicated team of Service Desk Agents to support a high-profile government service desk. This is an opportunity to work in a dynamic environment where you can develop your technical expertise and contribute to delivering exceptional support services.What’s in It for You Long-term...

  • Service Desk Analyst

    2 months ago


    Melbourne, Australia Fujitsu Full time

    About the job Service Desk Analyst **Service Desk Analyst** **We Are Fujitsu** We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society...


  • Melbourne, Victoria, Australia Comcare (Australian Government) Full time

    Job Information Pack**Overview of the Team**The Technology and Information Management (TAIM) Unit maintains Comcare's Information, Communication and Technology (ICT) infrastructure and provides strategic leadership, governance, solutions and advice for the effective management of information.**Overview of the Role**The Service Desk Analyst will work closely...

  • Service Desk Analyst

    5 months ago


    Melbourne, Australia Granite Consulting Full time

    Amazing culture - Melbourne based with some regional travel - Focus on high level stakeholder service The Service Desk Analyst will be providing 1st point of contact customer service and technical support to internal users and other IT staff. In this role you get to trouble shoot incidents and seek to provide solutions or escalate issues in an efficient...

  • Service Desk Analyst

    5 months ago


    Melbourne, Australia M&T Resources Full time

    **Melbourne** **IT & Telecomms** Help Desk / Support - Southeast suburbs - immediate start - 3-month initial contract - with possible extensions - Great govt client Our client is a local government located in the Southeast suburbs who are looking for a passionate and experience Service Desk Analyst to provide IT technical support, answering calls, work...


  • Melbourne, Victoria, Australia Axiom Technologies Full time

    Axiom Technologies, a Global IT Services partner supporting medium to large-scale enterprises, is seeking a skilled Help Desk Coordinator.We are looking for someone to coordinate tasks ranging from simple activities to complex plans. This role will provide onsite/on-call assistance to end-users within the organisation's desktop computing environment in a...

  • Service Desk Analyst

    1 month ago


    Melbourne, Australia Talent International Full time

    Government Department – Contract until 17th of January 2025 Burwood Location – Working from Home Level 1 IT Support This position requires an experienced and customer focused Service Desk Analyst to be the first point of contact in a service desk environment. Key Accountabilities Provide direct customer support via phone, email, instant messaging or...


  • Melbourne, Australia Australian Bureau of Meteorology Full time

    APS Level 5, Ongoing - $76,783 - $83,683 + 15.4% super - Melbourne The Bureau of Meteorology is seeking a qualified IT Service Desk Analyst to provide Level 1 Information and Communications Technology (ICT) technical support - Nationwide (including Bureau remote offices) based out at the Bureau's Melbourne office as part of a team spread across multiple...

  • Service Desk Analyst

    2 months ago


    Melbourne, Australia Parliament of Victoria Full time

    Location: Melbourne | CBD Job type: Full time / 12 Months Organisation: Parliament of Victoria **Salary**: $74,580 - $82,571 Occupation: IT and Telecommunications Reference: VG/10092024 At the Department of Parliamentary Services, our employees are the key to our success. Together we deliver innovative, professional and apolitical services to support...


  • Melbourne, Australia SMAART Recruitment Full time

    Our client is seeking an experienced Global Help Desk Manager to oversee and optimise their global operations. This role is crucial for scaling their support systems as they continue to grow, ensuring efficient ticket management, client support, and technical integrations.This hands-on role will also involve participation in key projects to maintain a...