Level 2 - Service Desk Analyst

Job Title: Level 2 - Service Desk Analyst
Contract Type: Permanent
Location: Mitcham, Victoria
Salary: Negotiable
Start Date: ASAP
Reference: 180942_1517202788
Contact Name: Nicole Leishman
Contact Email:
Job Published: January 30, 2018 16:10

Job Description


Maintaining agreed service levels by adhering to a rotating roster between 7am and 5pm Monday to Friday

  • Supporting customers with the use of computer equipment by providing necessary training and advice
  • Ensuring all incidents and service requests are reported and categorized correctly in a call management system
  • Contributing to the development and maintenance of an internal knowledge base
  • Making recommendations that assist in the enhancement of performance and service delivery


  • Tertiary qualification in IT or a business-related discipline which must include specific studies in relation to Information Technology
  • Extensive experience in service desk telephone support and the use of a call management system
  • Strong knowledge of Microsoft based operating systems (Windows 10)
  • Troubleshooting experience with all aspects of Office 365 (admin portal, permissions, calendar sharing, delegation)
  • Sound knowledge of Microsoft Office products
  • Demonstrated focus on customer service excellence
  • Professional telephone manner and strong communication skills
  • Ability to work independently and within a team environment

If you believe you have the skills and experience for this role, apply now!