IT Service Desk Support Analyst

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


* 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
* 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

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
* 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 (quoting #246077)

To apply please click the 'Apply Now' button.