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ICT Service Desk Analyst

Job Title: ICT Service Desk Analyst
Contract Type: Contract
Location: Deakin, Australian Capital Territory
Industry:
Salary: Negotiable
Start Date: ASAP
Reference: 212643_1619658737
Contact Name: Josie Bandiola
Contact Email: josie.bandiola@peoplebank.com.au
Job Published: April 29, 2021 11:12

Job Description

The ICT Service Desk Analyst plays a key role in responding to incidents and service requests in an effective, efficient and timely manner. This role is crucial to ensuring Agency staff and partners requirements are met in terms of communication, prioritising, escalating and resolving ICT incidents and requests. The ICT Service Desk Analyst will be the first point of contact for an end-user for support. The ICT Service Desk Analyst will provide support for computer applications, desktop, tablets, phones, smart-phones and notebook PCs as required and will be included in the service desk roster and out-of-hours roster as required.

Responsibilities:

  • Provide level 1 assistance to NDIA Staff and Partners In The Community;
  • Communicate to a variety of clients with differing levels of ICT knowledge;
  • Effectively prioritise work to ensure high levels of service and support are provided;
  • Working within a rostered environment;
  • Have the ability to respond to urgent requests in a calm and efficient manner while also maintaining high work standards;
  • Work as part of a team to deliver consistent customer service excellence;
  • Deliver support and educate using a range of methods including via telephone and email;
  • Communicate to a variety of clients with differing levels of ICT knowledge;
  • Effectively prioritise work to ensure high levels of service and support are provided;
  • Have a commitment to achieving positive outcomes for all customers whilst maintaining a positive welcoming approach over all mediums;
  • Manage confidential and sensitive information;
  • Foster a positive culture within the Service Operations team aligned with Agency values.

Skills and experience:

  • Demonstrated minimum of 2 years' experience as a Service Desk Team member in a high volume Service desk
  • Excellent communications skills
  • Proven experience, working with Shared Service providers and internal stakeholders in a high volume Level 1 Service Desk
  • Experience in monitoring an ICT support mailbox, responding, and escalating requests/issues as required
  • Experience with ICTSM tools, creating, editing, and maintaining tickets

Due to secuity clearance required for the role the applicants needs to be an Australian Citizen to apply.

For more information or a confidential discussion, please contact Josie Bandiola on 02 9054 8710 quoting reference 212643.

To apply please click the 'Apply Now' button.