Service Desk Analyst Role
We are seeking a highly skilled Service Desk Analyst to join our team.
The successful candidate will provide excellent customer service, technical support and troubleshooting skills to resolve incidents, service requests and problems via phone, email and walk-ups within the TFA service management tool (ServiceNow).
Main Responsibilities:
* Provide Level 1 support for IT-related issues, including accurate and detailed logging, triaging, tracking and resolving of incidents, service requests and problems.
* Respond to, research, analyze and resolve customer requests within agreed SLA's.
* Liaise with Level 2 and Level 3 resolver groups to manage and maintain communications with end users.
* Participate in flexible working arrangements across a range of 8-hour shift patterns covering 7:45AM – 8:00PM AEST.
* Participate in rotational on-call roster for out of business hours support.
* Built and deploy SOE to enterprise devices using SCCM and Intune, update asset registers and adhere to approved processes.
* Maintain and contribute to knowledge bases, documentation and procedural guides.
* Share knowledge and skills with colleagues to promote cross-skilling and enhance the overall effectiveness of the Service Desk.
* Monitor, communicate and respond to alerts from enterprise systems.
* Use remote support tools to expedite resolution of incidents and service requests.
Requirements:
* Minimum 3 years' experience in a Service Desk or IT Support environment.
* Proven troubleshooting and analytical skills, with a methodical approach to problem solving.
* Outstanding customer services ethic with excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
* Enthusiastic, motivated, positive attitude; demonstrates initiative and is a self-starter.
* Strong desktop support skills including Microsoft Windows 10 & 11, Microsoft Office 365 suite, Hardware (laptops, desktops, peripherals), and AV equipment (meeting room setups and conferencing tools).
* Solid understanding of server environments, including Exchange and Active Directory administration.
* Microsoft 365 support and administration (e.g. Teams, SharePoint, OneDrive and Intune).
* Well-developed time management and prioritization skills, with the ability to manage multiple tasks and deadlines.
* Demonstrates sound judgement, proactive problem solving, and exceptional attention to detail.