Service Desk Analyst Sharp and Carter Digital and Technology location Melbourne.

As the Service Desk Analyst, you will work as part of a growing team as the first point of contact for IT related issues for clients and staff. You will coordinate and escalate Incidents and Requests within established timelines and continuously improve the efficiency and excellence of Service Delivery as measured by Client Satisfaction ratings.

You will be a user focused professional with a passion for technology and problem solving. This role is a permanent role located in the Richmond area.

About the role maintain required availability to answer inbound calls from client users. Provide 1st level support to users and solve non-complex problems. Answer calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2.

Assist and provide instruction on the basics of back-up and recovery of user disk files. Install, configure and provide instruction on basics of using common office software tools. Assist with VPN and Remote Access connections and troubleshooting. Monitoring and maintaining computer systems and networks. Manage ticket requests and responding in a timely manner to service issues and requests to support SLA targets. Occasional client-site visits for relationship building and hands-on learning experiences.

About you at least 1 year in a similar role is essential. Strong oral, listening and written communication skills with the ability to communicate effectively over the phone. Effectively interpret customer phone requests and respond promptly and appropriately. Hands-on experience troubleshooting support issues.

Attention to detail (logging and updating service tickets). Experience with LAN and WAN networks would be an advantage. Working knowledge of ITIL or other ITSM service delivery concepts. Exposure to Telecommunications concepts (Data/Voice).