Position: Service Desk AnalystLocation: Adelaide, CBDRole Overview: Our client seeks a Service Desk Analyst to serve as the primary contact for ICT-related inquiries, providing prompt and effective first-level support. The ideal candidate will possess strong problem-solving skills and a customer-focused approach to efficiently address technical issues.Key Responsibilities:L1 & L2 Support: Provide timely ICT service desk assistance to a diverse clientele.Customer Service: Resolve or escalate technical issues, ensuring customer satisfaction.Technical Troubleshooting: Utilize knowledge base articles to address various ICT problems.Request Management: Handle service requests within an ITIL-based framework, maintaining accurate records.Operational Improvement: Identify and report performance issues, contributing to service desk enhancements.Qualifications:Experience in a service desk or IT support role.Experience in Ticketing tools such as ServiceNow.Understanding of ITIL-based service management practices.Strong problem-solving and excellent communication skills.Ability to manage multiple tasks effectively and work in a KPI environment.Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds, and people living with a disability.
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