Senior Service Desk Analyst Job Description
The role of a Senior Service Desk Analyst is to provide expert guidance and support to staff in resolving technical issues and deploying new software. The position requires flexibility in relation to work location to support the needs of the business.
The successful candidate will be responsible for maintaining and nurturing business relationships through effective communication with internal and external stakeholders. They will also provide training and support for service desk analysts and establish procedural knowledge of interactions with the Technology branch.
Key responsibilities include:
* Maintaining and developing Standard Operating Procedures, including Quick Reference Guides for users.
* Promoting and applying the APS and National Archives values and contemporary people management principles and practices in diversity, workplace health and safety, and participative management.
* Collaborating with the Business Analysis team to deliver successful outcomes under the Work Take On process.
* Developing and delivering training programs for service desk analysts.
The ideal candidate will have knowledge and experience of ITIL, Microsoft 365, and tertiary qualifications in Information Technology. This is an exciting opportunity for someone who is passionate about providing excellent customer service and supporting the development of staff capability and expertise.
Required Skills and Qualifications
To be successful in this role, you will need:
* A strong understanding of IT service management principles and practices.
* Experience working in a service desk environment.
* Knowledge of ITIL and Microsoft 365.
* Tertiary qualifications in Information Technology or a related field.
Benefits
We offer a range of benefits to support your career development and well-being, including:
* A competitive salary package.
* A comprehensive employee assistance program.
* Ongoing training and professional development opportunities.
About Us
We are committed to creating a diverse and inclusive workplace culture that values and respects the skills and experiences of our employees. We believe that everyone deserves equal opportunities to succeed, regardless of their background or circumstances.
How to Apply
If you are a motivated and customer-focused individual who is passionate about providing excellent service, please submit your application, including your resume and a cover letter outlining your relevant skills and experience.