About the Role
The primary objective of this position is to act as the experienced senior technical face of Service Desk to the entire organisation and provide technical leadership to the Service Desk Team. This includes supporting desktop environments through hardware deployment, software deployment, troubleshooting, user support and user profile management. This position is responsible for creating and managing users within the network, as well as ensuring computing equipment is continuing to support our staff to do their best work.
Some key accountabilities of the Senior Service Desk Analyst role include:
* Provision of 1st and 2nd level support as part of a Service Desk team to staff across the entire organisation.
* Act as a technical escalation point for the Service Desk Team.
* Provide exemplary Service for LiveBetter staff and lead by example for the Service Desk team.
* Management of critical Technology incidents, as per Critical Incident Procedure, keeping the staff informed until resolution. This includes involving/escalating to appropriate Technology Services Specialists or subject matter experts; communicating status to impacted staff; preparation of draft Post Incident Review Report.
* Provide technical subject matter expertise, leadership, and guidance to the Service Desk Team and staff.
* Deployment of new PCs, Laptops, mobiles, tablets, and smart technology across the organisation.
About you
We would love to hear from you if you are an experienced and motivated ICT professional who has a sound level of technical ability. You will need to be proactive and passionate about providing outstanding support to ensure the ICT needs of our organisation are met .
To convince us that you are the best person for the job, please tell us how you meet the following selection criteria .
* Relevant industry certifications (Microsoft, CompTIA, Cisco) or tertiary qualifications in Information Systems, Data Analytics or Business Management.
* Minimum 5 years’ commercial service desk experienced providing 1st and 2nd level spport.
* Demonstrated extensive knowledge and experience in a vast array of Technology Services applications, systems and processes.
* Experience in Critical Incident Management.
* Demonstrated ability to manage own workload within a service desk environment as part of a high performing team.