The Opportunity
Our client is seeking a dedicated Service Desk Analyst to join their Information and Communications Services department. This initial contract offers an opportunity to utilise your excellent customer service and technical support skills to help maintain crucial IT services for the client's teams.
The Role
As a Service Desk Analyst you will deliver comprehensive Service Desk support, including ticket management, classification, prioritization, and timely escalation to meet Service Level Agreements.
* Ensuring high-priority incidents that may impact Emergency Response or Health & Safety are promptly addressed, monitored, and resolved.
* Managing IT asset records, coordinating moves, additions, changes, and loans while keeping systems up to date.
* Providing strong customer service, administrative support, procurement, and reporting functions to business units.
* Troubleshooting and resolving IT incidents and requests, maintaining coverage for Service Desk operations.
* Contributing to departmental knowledge management by documenting processes and updating Service Desk procedures in ServiceNow.
About You
To be a successful application you will have relevant tertiary qualification, ITIL Foundation Certificate (Microsoft certification is desirable). You will also have:
* Minimum of 3 years' experience in a similar role, with a strong focus on customer service and technical support.
* Proficient in supporting MS Office and common desktop applications, and experience using a Helpdesk or ITSM tool.
* Excellent communication skills, both written and verbal, to effectively interact with clients and colleagues.
* Strong organizational 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.
* Ideally 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