Service Desk Analyst

at CPA Australia
Location Melbourne, Australia
Date Posted April 15, 2020
Category Information Technology
Job Type Full-time
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Service Desk Analyst CPA Australia location Melbourne.

About us CPA Australia is one of the world’s leading member service organisations, with over 163,000 members across 125 countries. Our core services to members include education, training, technical support and advocacy.

Our core services to members include education, training, technical support and advocacy. Employees and members work together with local and international bodies to represent the views and concerns of the profession to governments, regulators, industries, academia and the general public.

About the role reporting to the service Desk Team Lead, this role is responsible for the following tasks provide first level customer support for all IT Services and provide initial Incident diagnosis and where possible first level resolution (Incidents and Requests) according to SLA’s, work practices and procedures. Logs and monitors all Incidents and Requests with clear details / instructions with any customer specific requests.

Through rotation and roster provides IT support including fixing desktop / laptop / mobile device hardware and software issues and faults and Service Requests (queries, installations, moves, adds and changes). Retain ownership, monitor, track and manage Incidents and Requests through their lifecycle. Communicates incidents to the Service Desk when detected.

About you Computer Science degree or equivalent experience. Minimum 1-2-years’ experience in a similar role. Applicable Microsoft certification -MCP/MCSA etc. Experience working with ServiceNow or other Ticketing System Essential.  Knowledge of SCCM, AD and Exchange would be beneficial. Demonstrated customer service qualities. Demonstrated problem solving and analytical skills with attention to detail. Strong interpersonal skills and an ability to communicate across multiple levels of the organization, ITIL Knowledge.

Flexible working hours. Paid parental, volunteer and study leave. Discounts on health insurance, phone plans, fuel, banking and many more. Convenient Southbank location. Learning & Professional Development opportunities. Become part of a well-known global brand and make global connections within a collaborative environment.