IT Service Desk Support Analyst

Location: Charlestown, New South Wales
Job Type: Contract
Posted: 10 days ago
Contact: Geordie McPherson
Discipline:
Reference: 246077

About the role

A foundational level position responsible for resolving caller requests in line with client service level agreements and accurately logging the resolution or investigative work performed into a Service Desk enterprise ticketing system.

- 12-Month contract

- Hybrid work environment (WFH/on-site)

- Perfect opportunity for University graduates looking to get their foot in the door of the IT industry.


Responsibilities

* Provide highly developed customer service and support to users to solve incidents and minimise impact and loss of
productivity due to ICT issues
* Manage competing priorities between inbound calls and queue management within the enterprise ticketing system
to ensure services are delivered within expected time frames
* Clearly and accurately document SWSD activities and client experience/context within the enterprise ticketing
system
* Contribute to organisational learning by identifying areas where existing documentation can be updated/created for
the SWSD knowledge base and existing documentation libraries
* Participate in regular performance meetings and training activities. Complete individual SWSD learning plan
focusing on attaining customer certifications and foundational skills in customer service and service desk
technologies


Skills and experience

* Prior experience in using and supporting ICT in a professional environment, this includes demonstrated ability
in using enterprise ICT products and other computer applications.
* Excellent verbal communication skills in providing instructions, advising and consulting.
* Proficiency in documenting technical investigation and outcomes accurately and concisely.
* Demonstrated time management skills and ability to manage competing priorities. Be able to manage self to
deadlines.
* Demonstrated ability to deal with issues effectively under pressure and in handling, resolving and escalating
matters in crisis situations.
* Demonstrated ability in handling difficult customer interactions and problem-solving while maintaining high
level of customer satisfaction.


For more information or a confidential discussion, please contact Geordie McPherson at geordie.mcpherson@peoplebank.com.au (quoting #246077)

To apply please click the 'Apply Now' button.