The Opportunity
Our client seeks a dedicated Service Desk Analyst to join their Information and Communications Services department, utilising excellent customer service and technical support skills to maintain crucial IT services.
The Role
As a Service Desk Analyst, deliver comprehensive Service Desk support, including ticket management, classification, prioritization, and timely escalation to meet Service Level Agreements. Responsibilities:
* Address high-priority incidents impacting Emergency Response or Health & Safety, monitored and resolved in a timely manner.
* Manage IT asset records, coordinate moves, additions, changes, and loans, keeping systems up to date.
* Provide strong customer service, administrative support, procurement, and reporting functions to business units.
* Troubleshoot and resolve IT incidents and requests, maintaining coverage for Service Desk operations.
* Contribute to departmental knowledge management by documenting processes and updating Service Desk procedures in ServiceNow.
About You
To be successful, you will have a relevant tertiary qualification, ITIL Foundation Certificate (Microsoft certification is desirable). Required skills include:
* Minimum 3 years' experience in a similar role, with a focus on customer service and technical support.
* Proficiency in supporting MS Office and common desktop applications, and experience using a Helpdesk or ITSM tool.
* Excellent communication skills, both written and verbal, to interact effectively with clients and colleagues.
* Strong organisational skills to manage ticket queues and ensure timely resolution.
* Able to adjust working hours as needed to cover Service Desk operating hours and meet business requirements.
* Ideal experience working in government (e.g. state government, health care, emergency services).
Benefits
* Initial contract through to the end of FY2025 with scope for long term extension.
* Great career progression opportunities.
* Excellent team culture.
* 1 day work from home per week.