Service Desk Analyst
Vor 5 Tagen
12 months Contract Opportunity Onsite - Brisbane CBD Commencement Date- ASAP Green Light is one of Australia's most successful and fastest growing IT services businesses.
We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia and Europe.
We have 12-Months initial Contract opportunity based in Brisbane for Service Desk Analyst to join the team & ensure that all incidents and requests are resolved in a safe and timely fashion in accordance with predefined SLA's.
Responsibilities: Provides telephone voice support to Brisbane users to resolve customer's concerns following pre-defined support procedures and policies using support channels and tools provided by the client with a primary focus on achieving end-user resolution and satisfaction.
Provide remote technical support via telephone or remote access to end-users with laptop, desktop computers, mobiles/tablets, BYO devices and IT related equipment.
Responds to client queries to ensure any issues are escalated and resolved on a timely manner.
Perform installation, repair and maintenance of End user computer devices and related software/hardware.
Performs a variety of end-user care duties and accountabilities as business need dictates.
Comes to work on-time according to the defined schedule.
Ensures proper documentation for all tickets.
Keeps end-users engaged and satisfied.
Assumes initial ownership for the coordination, investigation, and documentation of end-user's concern.
Troubleshoot and expeditiously resolve hardware and software issues and identify root cause of problems when related to end user devices minimizing disruption to the users.
Develop and maintains expertise on understanding end-user Service Level Agreements.
Develop and maintain product knowledge, business, and professional skills by participating in on-the-job training.
Develop and maintain knowledge of tools, standards and processes used by the project team.
Shares information required for the team to be successful.
Seek opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
Work closely with the other resolver teams to provide seamless end user support.
Work closely with infrastructure and application teams to ensure timely delivery of service.
Demonstrate initiative and maintain a high degree of professional conduct at all times.
Qualifications Technical degree or equivalent technical experience preferred Work Experience: 2+ years of experience in the following fields Workstation software & hardware break fix support.
Service Management - ITSM Mining/Resource industry experience (preference) Ticket (Incident & Service Request) Management, Resolution, Documentation Service Level Agreement Principles Technical and Infrastructure Skills Windows 10/11, M365, ServiceNow, Active Directory, Azure MFA Mobiles/Tablets – Android/Apple Intune/SCCM Standard and Multi-function print devices Workstation Networks Configuration Knowledge of networking concepts and components.
Voice Communication Video Conferencing across various platforms How To Apply: If you are interested in this role and meet the required qualifications, don't hesitate to contact Liz C – Resource Manager at ****** more information or to discuss the opportunity in detail.'
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