Service Desk Analyst NSW Government Ashdown People location Sydney, Parramatta and Western Suburbs. The Service Desk Analyst provides a single point of contact for end users within the Health Services for all IM&T related queries. The Support Analyst provides Service Desk Support by resolving clients incidents and accurately logging the resolution or investigative work performed into a Service Desk database. The Provisional Service Desk Analyst is a foundational level position responsible for resolving caller requests in line with client service level agreements and accurately logging the resolution or investigative work performed into a Service Desk enterprise ticketing system.  The position will work within a team of Level 1 analysts on rotating shifts covering 24/7 hour operations and on call. The Service Desk Support team has the overall aim of achieving excellent levels of customer satisfaction and ensuring that client Service Levels are met. Key accountabilities provide highly developed customer service and support to users to solve incidents and minimise impact and loss of productivity due to ict issues, manage competing priorities between inbound calls and queue management within the enterprise ticketing system, clearly and accurately document sd activities and client experience/context within the enterprise ticketing system, contribute to organisational learning by identifying areas where existing documentation can be updated/created for the sd knowledge base and existing documentation libraries, participate in regular performance meetings and training activities. Key challenges establish collaborative and influential relationships with stakeholders, customers and colleagues, to ensure easy and effective achievement of team / project / business goals, effectively balance competing demands, contribute to creating and maintaining a constructive workplace culture. Essential Requirements prior experience in using and supporting ict in a professional environment, this includes demonstrated ability in using enterprise ict products and other computer applications, excellent verbal communication skills in providing instructions, advising and consulting, proficiency in documenting technical investigation and outcomes accurately and concisely, demonstrated time management skills and ability to manage competing priorities, be able to manage self to deadlines, demonstrated ability to deal with issues effectively under pressure and in handling, resolving and escalating matters in crisis situations, demonstrated ability in handling difficult customer interactions and problem-solving while maintaining high level of customer satisfaction, rotating roster & on-call, ability to work a 24/7 - 365 day rotating roster, this is non-negotiable, please do not apply if you cannot commit to working on a 24/7 roster.