Service Desk Analyst
- Parramatta Location
- Large user base
- 6 month contract - view to go permanent
The Company
Our client, an ASX listed industry market leader, is looking for a Service Desk Analyst. They have a large and complex IT Infrastructure environment with a team that consists of approximately 50 resources. They have many large scale projects in the pipeline and are invested heavily into their technology.
The Role
- Log tickets for all new incidents and requests (phone and email) and manage tickets through to completion
- Investigate and where possible resolve all tickets raised
- Escalate tickets to level 3 support where required
- Continually keep users informed and updated on the progress of their requests
- Work to agreed service targets (SLA's) and key performance indicators (KPI's)
- Follow the incident management process
- Update service desk support documentation
- Participate in project related tasks
The Person
- Experience in a Service Desk/Help Desk Support role
- Experience using Service Management tools
- Experience troubleshooting Exchange, Windows Server and Active Directory
- Experience with Citrix and Database support would be advantageous
- The ability to configure and troubleshoot software and hardware issues
- Service orientated and customer focused are essential attributes
- Strong communication and Interpersonal skills
- Tertiary qualifications and ITIL certification would be desirable
For more information you can call Kale Balbi in our Sydney office on (02) 9087 6244 quoting Job Reference 54858 or alternatively, apply online below
March 27, 2009
• Tags: 1st And 2nd Level Support Job in Parramatta, New South Wales Australia, Service Desk Analyst • Posted in: General