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Service Desk Analyst

We are currently looking for a Level 1 Service Desk Analyst to join a leading financial services organisation based in North Sydney. The client will interview ASAP, for a 12-month duration. There are progression opportunities within this role for the right candidates.

This role is purely Level 1 work, with a separate team looking after Level 2.
The role:

  • The position spans all projects involving IT deliverables and resources in Australia and New Zealand.
  • Customer Service: To Provide high levels of customer service, taking ownership of Tickets raised, following through to resolution and keeping customer informed of status
  • Technical Support: To provide and maintain high level technical telephone support &/or Deskside support to internal employees and some external partners
  • Incident determination & troubleshooting: with the objective of resolving as many incidents possible within SLA targets
  • Incident Logging & Tracking: To record issues within Call Logging System &/or action assignments appropriately meeting the Incident Management & Problem Management Process requirements and maintaining HT’s raised
  • Administration tasks: To be completed as required
  • 1st Level Oncall After Hours support: provided on a rotating roster basis
  • Keep management aware of potential areas for product enhancement, customer training and enhancement to our SOE
Your experience:
  • Technical knowledge of Lotus Notes; Windows 7, Windows 10 ; Microsoft Office 2010, Outlook; Office 365, Citrix
  • Good understanding of PC hardware, software, mobile devices and all related peripherals.
  • Basic Awareness of ITIL
  • Prior experience with an Incident Management / Call Logging system
  • Passion for excellent customer service
  • Ability to communicate, both verbally and written, effectively with all customers at all levels
  • Interest in technology
  • Ability to work proactively unsupervised & as member of wider team
  • Good, analytical, troubleshooting and incident solving skills

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Richard McGuinness

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