Service Desk Analyst

at ITbility
Location Melbourne, Australia
Date Posted January 5, 2020
Category Information Technology
Job Type Full-time


Service Desk Analyst ITbility location Melbourne. Role & responsibilities act as a single point of contact for phone calls and emails from staff regarding it issues and queries, receiving, logging and managing calls from internal staff via telephone, email, chat, voice mail, self-service etc, 1st and 2nd line support - troubleshooting of it related problems from in-house software to hardware, escalate unresolved calls to the infrastructure support teams, log all calls in the service desk ticketing tools such as servicenow, bmc remedy, hpsm etc, identifying the issue and categorizing / prioritizing the incident and service requests, to maintain a high degree of customer service for all support queries and adhere to all service management principles, ability to provide guidance and coaching to customers to enable self-help or self-resolution of issues if they occur again, provide basic in-house training in ms office applications used within the association (word, excel, outlook, powerpoint), basic active directory knowledge, creating user accounts, reset passwords, create groups etc, being compliant to all process and procedures, understand the sla/slos of the accounts and work accordingly to deliver service to customers. Technical skills experience working in large organisations (2000+ users) in a service desk capacity, knowledge and experience with microsoft operating systems (win10, win8, win7) and microsoft office suite, strong computer literacy skills with an emphasis on software knowledge, installations, microsoft applications, internet and internet protocols, knowledge about active directory, exchange mailbox, remote desktop connectivity, support for laptop, desktops and printers, exposure in itsm ticketing and monitoring tools. Behavioral skills good communication skills, customer service focus, flexibility to work in 24 x 7 environment; shift operations, ability to work under pressure and against time lines, slas, sound problem analysis and problem-solving skills, all applicants should have full working rights in Australia.


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