Role: Service Desk AnalystLocation: Adelaide, South Australia ,AustraliaJob Type: Contract
Job Description
Requirements OverviewAdelaide-based customer is seeking an IT Service Desk Analyst to work closely with subject matter experts, vendors, specialists, and colleagues to provide predominantly level 1 and 1.5 support to our client staffThe role requires strong technical troubleshooting skills to identify and investigate reported IT issues. You will provide front-line IT support through phone calls, live chat, and self-service tickets, helping users on Windows, macOS systems, mobile devices, SOE, and personal devices.Analysts will access and follow specialist knowledge within the Service Management platform (ServiceNow) to support issue resolution and, where appropriate, escalate more complex Level 2 and 3 issues to the relevant technology owners.
Key Skills• Technical Proficiency• Customer Service• IT Service Management• IT Operations• Collaboration and Stakeholder Engagement• Knowledge Management• Document Sharing• Commitment to Continuous Learning• Excellent Written and Verbal Communication skillsKey Qualifications• ITILv4 Foundation, CompTIA A+, Microsoft/Apple certifications (desired) • Diploma or tertiary qualifications in IT or related disciplineDesirable Skills• Understanding of cybersecurity and secure networking practices• Familiarity with mobile device management (MDM) and remote access tools• Knowledge of Audio Visual systems and VoIP telephony• Familiarity with cloud Platforms, including Microsoft 365, and Azure environments)• Proficiency in enterprise service management tools (e.g., ServiceNow, Marval)• Experience documenting resolutions and maintaining knowledge bases• Experience developing self-help guides and user documentation• Customer service experience with VIP users or sensitive escalations• Adaptability to evolving technologies and dynamic environments