Service Desk Analyst
2 months ago
The role
Providing high quality support and services to clients across ASIC. Assisting the IT Service Desk Manager to ensure that maintenance and operational standards are met. Taking ownership of customer issues and requests by pro-actively managing a positive client experience. Guide other members of the Service Desk around process and technical solutions as needed. Documenting Service Desk processes and initiatives to enable effective Service Desk operations. Support the IT Service Desk Tech Lead.About you
Qualifications and experience
Proven experience in a Service Desk or technical support role, with strong customer service principles. Proven experience in managing ticket volumes from multiple sources within a recognised IT Service Management system. Ability to approach technical issues in a logical and common-sense manner, using existing knowledge and experience to analyse the situation and take appropriate actions. Assist team members to take a similar approach to their own work. Experience delivering IT Support outcomes within Service Level Agreements and contributing to business outcomes. Relevant technical knowledge and experience in the following areas, including relevant certifications in: Microsoft Outlook and Exchange,Active Directory,Windows Desktop Operating Systems,MS Office M365,SCCM / InTune,remote assistance tools,mobility support of Microsoft Surface devices, iOS devices and mobile device applications.Experience providing remote support across a variety of environments and sharing in a paid after-hours roster.We have other current jobs related to this field that you can find below
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