Job Description
As a Service Desk Analyst, you will be the primary point of contact for clients and internal technical staff regarding support requests.
Key Responsibilities:
* Provide basic troubleshooting, systems support, and coaching to clients.
* Manage user access, including password resets.
* Triangulate incoming support requests to accurately determine the issue and its urgency/impact.
* Allocate and assign support requests to senior technical resources or departments based on skillset and capacity.
* Escalate support requests when necessary.
* Handle level one internal support requests and backup checks.
* Provide timely updates to clients and internal technical staff during the resolution process.
* Ensure quality, timeliness, and resolution of issues in the first instance.
Required Skills and Qualifications
To succeed as a Service Desk Analyst, you must have:
* A strong problem-solving mindset and analytical skills.
* Excellent communication and interpersonal skills.
* Ability to work effectively in a team environment.
* Basic knowledge of computer systems and software applications.
Benefits
This role offers a range of benefits, including:
* A competitive salary package.
* Ongoing training and professional development opportunities.
* A collaborative and dynamic work environment.
* The opportunity to make a real difference in the lives of our clients.
Location and Working Hours
This position is based in Melbourne VIC and requires full-time working hours.
Help desk & IT Support (Information & Communication Technology)