Service Desk Analyst

2 months ago

Perth, Australia Michael Page Full time
About Our Client

Industry leading Australian company who are well advanced in the technology and IT space. Based in Perth, they are looking for highly skilled candidates to join their growing team for exciting projects ahead.

Job Description

Reporting to the IT Service Desk Manager you will be responsible for:

  • Incident, problem & request management, including:
    • Accurately record, categorise, prioritise and resolve incidents received via email, telephone and service desk communication channels.
    • Ensure incidents and service requests are completed within the defines SLA timeframe.
    • Accurately complete service requests submitted by staff members and record all applicable details within the ITSM toolset.
    • Escalate incidents in a timely manner where action is required beyond the scope and capability of the IT Service Desk team.
    • When required, create problem records within the ITSM toolset for further investigation, and ensure they are assigned to the appropriate team for investigation.
  • Identify opportunities for continual service improvement within the IT Service Desk and other IT Operations teams and direct them to management for review.
  • Provide exceptional customer service at all times. Ensure the customer's requirements are fully understood.
  • Keeping stakeholders up-to-date with progress and resolution of assigned incidents and service requests.
  • Create and maintain high quality knowledge articles within the ITSM toolset.
The Successful Applicant

To be considered for and successful in this role you will have these essential skills:

  • Excellent written and verbal communication skills and demonstrable customer service skills.
  • Excellent PC hardware and software troubleshooting skills.
  • Knowledge of Microsoft Windows 10, Active Directory, Exchange and the Office365 suite of
  • applications with proven experience.
  • Knowledge and experience using Service Now for incident, problem and request management.
  • Flexibility to work between the hours of 6:00am and 5:00pm, Monday to Friday.
  • A working knowledge of the ITIL framework.



Desirable skills:

  • ITIL Foundations V3 or V4 certification
  • Experience in a large complex technical environment
  • Experience in using PowerShell is an added bonus
  • Experience in using Salesforce

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