* December or January Start
* Contract engagement
* NV1 cleared is a MUST
About the company:
Green Light is one of the most successful and fastest growing IT services businesses. We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia, North America and Europe.
About the role:
Green Light Worldwide’ s Canberra delivery team are looking for a Service Desk Analyst. You will provide continual end user contact as per the Incident Management Procedure Service Request Management Procedure, so as to manage the end user’s expectations and requirements through to Incident/Service Request resolution
Responsibilities:
* Provide End User’s with a high level of Customer Service throughout all communications such as initial contact
* Incident/Service Request detection and recording via adherence to the Service Desk Script and Call Logging procedure
* Provide 1st / 2nd level support for the investigation and resolution of all reported and registered Incidents and Service Requests
* All possible attempts should be made to resolve all resolvable Incidents and Service Requests within a ten minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions.
* Escalation of reported and registered Incidents/Service Requests to 2nd level Resolver Groups where appropriate
* Escalation and management of Incidents referred to 3rd party service providers
* Provide continual end user contact as per the Incident Management Procedure Service Request Management Procedure, so as to manage the end user’s expectations and requirements through to Incident/Service Request resolution
* Ensure achievement of Customer Contractual Service Level Targets for all Incidents and Service Requests.
* Incident/Service Request closure upon the resolution of an Incident or Service Request via the defined process.
* The Service Desk Analyst will also carry out other duties as may be specified from time to time by the Team Leader
Requirements:
* Excellent communication skills, attention to detail and motivation to kick-start your career.
* Experience supporting Windows 7/8/10.
* A good understanding of Microsoft outlook and Office.
* Knowledge of Active Directory, Exchange and SCCM.
* The ability to work autonomously to get the job done.
This role is ONLY open for Australian Citizens with NV1 Security Clearance.
How To Apply: If you are interested in this role and meet the required qualifications, please contact Liz C – Resource Manager at lizc@greenlightworldwide.com or call +61 482 072 644 for more information or to discuss the opportunity in detail