Help desk Support Analyst

Job Title: Help desk Support Analyst
Contract Type: Contract
Location: St Leonards, New South Wales
Salary: Negotiable
Start Date: ASAP
Reference: 180689_1516249743
Contact Name: James Clark
Contact Email:
Job Published: January 18, 2018 15:29

Job Description

Our Client

Established over 50 years ago, our Client and has grown to become a global group with over 200 operations across 8 countries. It is one of the top five operators in the world within its industry.

Your New Role

The Helpdesk Analyst provides responsive "first-point-of-contact" customer service and technical support to our Client's IT users by diagnosing and troubleshooting incidents in an efficient and effective manner to meet the IT department's operational objectives.

  • Provision of responsive and high-quality Tier 1 support and incident resolution for application software, commercial and in-house, in accordance with agreed service levels
  • Provision of responsive and high-quality Tier 1 hardware support and incident resolution, in accordance with agreed service levels
  • Accept support requests including creation of IT Incidents, and coordinate fulfilment of Incidents
  • Perform initial analysis, prioritisation and resolution of service requests, referring to senior support analysts, Tier 2 and Tier 3 support or third-party providers as appropriate
  • Perform and coordinate end to end Tier 1 service request fulfilment and Incident management processes to ensure service requests and Incidents are completed within specific timeframes

IT Helpdesk Analysts may be required to participate in the on-call and after hour's roster and additionally, travel to locations for work purposes both within the state and/or interstate may be required from time to time.

You Bring to the Role

  • Minimum of 1-3 years' experience in an IT support role or helpdesk environment
  • Proven incident analysis and resolution skills
  • Demonstrated hardware diagnostic skills
  • Demonstrated working knowledge of core and non-core applications
  • Demonstrated high level of interpersonal and communication skills

This truly is a role not to miss out on so if you match the above requirements please APPLY NOW!