Service Desk Analyst

Our client is seeking an experienced Service Desk Analyst with an understanding of ServiceNow to join their IT team. The ideal candidate will be enthusiastic about delivering exceptional technical support, demonstrating outstanding customer service skills, and exhibiting proficiency in collaborating with diverse stakeholders to effectively address software and hardware issues.

Key Responsibilities:

• Deliver outstanding customer service by effectively responding to user queries and technical support requests via phone, email, and tickets.
• Collaborate with IT colleagues and users to troubleshoot and resolve software and hardware issues promptly and efficiently.
• Utilise ServiceNow ticketing system to track and manage user requests, ensuring accurate documentation and resolution.

• Assist with set up and configuring of company supplied end user devices, including Laptops and Mobile devices.
• Demonstrate technical proficiency with a range of systems, software, databases, reporting, and communication tools, particularly Microsoft Office suite, Internet Explorer, Citrix, Airwatch, Lotus Notes, and Exchange/Outlook.

• Engage directly with users and IT collaborators to provide assistance and resolve technical challenges, ensuring user satisfaction and efficient problem resolution.
• Employ technical and creative problem-solving skills to develop and deploy solutions for user issues, conducting troubleshooting as needed.
• Exhibit a keen attention to detail, consistently completing tasks with thoroughness and accuracy, while quickly identifying errors or inconsistencies in information.
• Focus on end outcomes and align work processes to achieve desired results, measured through Key Performance Indicators (KPIs).

Requirements:

• Prior experience in an L1 Service Desk or technical support role.
• Happy to work onsite supporting internal staff and teams.
• Experience with ServiceNow ticketing system is advantageous.
• Familiarity with Active Directory and its operations.
• Proven customer-facing experience with excellent communication and interpersonal skills.
• Ability to troubleshoot virtual machine issues effectively.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact James Bertollo on 02 9464 5750 or email [email protected] and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.