* Canberra offices – onsite role
* Minimum AGSVA baseline and/or NV1 clearance
* Initial 3 month contract engagement
About the company:
Green Light is one of Australia's 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 and Europe.
About the engagement:
Green Light Australia requires additional Service Desk Analysts that currently hold an AGSVA baseline clearance for a team supporting Australian Federal government end customers. Service Desk Analysts are to assist in providing direct IT support remotely and over the phone to end users locally and nationwide.
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:
* Bachelor's degree in computer science, information systems, or similar.
* At least two years' experience in an IT performance analysis and end-user support role.
* In-depth and current knowledge of computer programs and hardware.
* Experience with troubleshooting Windows 10 installations on Desktop and Laptop devices
* First point of contact onsite for any I.T related issues i.e desktop and peripherals, Windows 10, AD, network devices, printers, I.P telephone issues or faults, software and Microsoft Office Suite, specially Office 365. Android and iOS devices.
* Proficiency in customer relationship management (CRM) and task management software.
* Exceptional analytical and problem-solving skills.
* Advanced collaboration, communication, and interpersonal skills.
* Excellent organizational and time management skills.
How to Apply:
Click APPLY or contact John – Senior Resource Manager for a confidential discussion with Green Light Worldwide.