Service Desk Analyst
Location: Canberra
**Responsibilities**:
- Diagnose and resolve technical issues related to hardware, software and network problems
- Escalate more complex issues to second-level support as necessary
- Document all incidents and service requests in the ticketing system
- Monitor and prioritize the ticket queue to ensure timely resolution
- Maintain knowledge of current technology and troubleshooting techniques
- Provide excellent customer service and communicate status updates to users
- Participate in on-call rotation as required
**Requirements**:
- A minimum of 1 year of experience in a service desk or technical support role
- Strong customer service and communication skills
- Ability to diagnose and troubleshoot technical issues related to hardware, software and network problems
- Ability to work in a fast-paced environment and prioritize multiple tasks
- Knowledge of ITIL principles and incident management processes
**Education**:
- Associate's or bachelor's degree in Computer Science, Information Technology or related field is preferred
This is a full-time position with competitive salary and benefits. If you are a technical problem solver with a passion for providing excellent customer service, we want to hear from you