Service Desk Analyst Job in Sydney, New South Wales Australia
- 6 Month + contract term
- CBD Location
- Potential for permanent
Our client is a leader in their field and is listed in the top 50 on the ASX. They are currently seeking a Service Desk Analyst to join their growing support team and provide support to users within head office, regional and remote sites. You will join a great team of Service Desk Analysts and will be offered external/formal training as required. This organisation pride themselves in ensuring all staff members have a career development plan and opportunities to move into the desktop support team within a reasonable timeframe are available for the right candidate.
Responsibilities:
- Provide technical support to a range of users via telephone, intranet and email
- Record all incidents and requests using Infra Service Management software and manage these requests through to resolution
- Escalate unresolved incidents to 2nd and 3rd level support teams
- Develop and maintain support documentation
- Adhere to SLA's and KPI's with an overall goal of first call resolution whilst adhering to ITIL guidelines
- Participate in team projects as required
Key Skills Required:
- 2+ years experience providing 1st level IT support
- Advanced knowledge of Microsoft products including MS Office 2007 (Outlook, SQL, Office 2003/2007, DNS)
- Experience troubleshooting Windows XP and Windows 7.
- Experience with Active Directory including creation, deletion and maintenance of accounts
- MS Exchange administration experience
- Experience using remote access technologies such as VPN, Citrix and thin client hardware technology
- Working knowledge of ITIL processes
- Experience using IT Service Management software such as HEAT, Infra or similar
- Strong interpersonal and communication skills with a 'can do' attitude
- Strong customer service skills
- Tertiary/Industry qualifications are highly regarded
For more information you can call Kale Balbi in our Sydney office on (02) 9087 6244 quoting Job Reference 54859 or alternatively, apply online below.