The Service Desk Analyst is responsible for delivering operational and first-level IT support to over 800 end-users across all business units and technologies. This includes timely logging of all user incidents, service requests, and access requests, as well as escalating issues that require further resolution.
Key Responsibilities
* Provide first-line support by telephone, email, and online support for all IT services, applications, and infrastructure, ensuring effective management of all services defined for resolution at the service desk.
* Work 7.6 hour rotating shifts (38 hours per week) to support hours of operation from 7am to 5pm, Monday to Friday.
* Monitor and maintain policy, standards and procedures for the service desk.
* Oversee service requests from end to end, as lifecycle owner, ensuring users are kept up to date on the progress of their incidents and requests as required.
* Ensure operational matters are communicated appropriately within the service desk team, operations bridge and to other internal and vendor support teams.
* Maintain documents and participate in meetings as required.
Sometimes the best candidates don't have 100% of what is listed above, but if you have most and are confident you'd be a good fit, we'd love to hear from you!
Desired Qualifications
* You know that by the time people get to you they can be frustrated and feeling confused about how best to fix their problem. Your approachable, helpful, and empathetic style puts them at ease and makes them feel like you can solve anything!
* Sound technical knowledge of IT infrastructure, IT applications, and IT networks.
* Previous experience in face-to-face customer service or in an agile, product engineering led or IT Department highly desirable.
* Strong customer service skills, problem solving skills and a commitment to excellence.
* Any prior knowledge in ServiceNow is a nice to have.
* Good understanding of a range of Microsoft Office products.
* Ability to take direction, follow procedures, multitask and work within designated time frames to support deliverables.
* It goes without saying that you can demonstrate the ability to work both independently and within a team structure.
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
Benefits & Flexibility
Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days.
Flexibility @ Latitude: Flexible work arrangements – balance work and personal responsibilities, Hybrid set up – work from home & the office, 3 days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave.
Yearly salary reviews.
Only open to Australian or New Zealand Permanent Residents or Citizens.
#J-18808-Ljbffr