The Service Analyst's role is to offer specialist advise and support on IT-related issues, ensuring effective handling of incidents and Service Requests through telephone, email and in person. They will take ownership of issues, provide support and work with Resolver teams to identify and resolve issues. The Service Desk Analyst will play an important role in maintaining the smooth operation of HCFs IT systems and infrastructure, helping to ensure timely and effective support for staff and contributing to the ongoing improvement of IT service delivery.
Responsibilities
Operate core services, servers, system software applications, and peripheral equipment and monitor production reports, and files to ensure optimal performance and uphold quality standards.
Adjust, manipulate, and respond to console requests, commands, workflow procedures, and job runs.
Analyse, diagnose, and resolve system errors, malfunctions, mis-configurations, and job stoppages to maintain services, enhance capabilities, and prevent system outages.
Action Service Desk requests and production issues, if unable to resolve seek assistance to resolve and escalate system problems as appropriate.
Monitor batch job schedules.
Maintain shift reports and user problem report logs.
Troubleshoot and resolve end-user issues, and assist with end-user questions or programming inquiries.
Essential
Minimum of high school education or equivalent.
Proven experience in the operation and understanding of hardware, software, and standards, as well as data analysis and processing methodologies. Service Desk experience desired.
Extensive experience with core software and system applications, including Citrix and Active Directory
Knowledge of production schedules and change control processes
Good understanding of the organisation's goals and objectives.
Sound knowledge of MS Office (including Exchange)
Strong customer service orientation.
Excellent analytical, problem-solving, and mathematical skills.
Excellent listening and interpersonal skills.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to conduct research into systems issues as required.
Highly self-motivated and directed.
Keen attention to detail.
Skilled at working within a team-oriented, collaborative environment.
Culture & Benefits
We're all about creating a fantastic people experience, guided by our values, so that we can in turn better deliver for our members. We work with our people to create a work experience that is inclusive, supportive, safe and respectful so we can do the best for our members.
50% subsidy on HCF Private Health Insurance
18 weeks Parental Leave for all genders
6 additional leave days to support your wellbeing and medical needs
Mental Health & Wellbeing programs
Discounts to pet, life, travel and general insurance
Come and join our HCF team
#J-*****-Ljbffr