Service Desk Analyst

Job Title: Service Desk Analyst
Contract Type: Permanent
Location: Sydney
Salary: $60000 - $65000 per annum
Start Date: 2019-01-22
Reference: JO-1811-11057
Contact Name: Kayla Gallo
Contact Email:
Job Published: January 22, 2019 13:08

Job Description

Opportunity to join as a Service Desk Analyst with one of the leading Cloud and managed services company based in St Leonards location. You will be a single point of contact for all incidents and service requests.

Key responsibilities include:
  • Communicating and resolving any key technical issues on a day to day level 1 and level 2 expert troubleshooting and high-level technical support, to internal employees.
  • Creating, performing initial investigation and correct assignment of incidents for all CMS client incidents.
  • Delivering high quality tickets through the ITSM solution and making sure that details are captured.
  • Ensuring support requests are resolved within SLA in accordance with ITIL principles.
  • Working across a windows-based environment.
  • Uploading and managing tickets.

The ideal candidate will have:
  • Knowledge and experience with processes aligned to the ITIL framework for incident management
  • Experience working with an ITSM solution to create and manage incidents and service requests.
  • Excellent communication skills
  • Demonstrated ability in fault analysis and troubleshooting technical issues.
  • Must have strong analytical capability with a thorough intelligent approach to problem solving

Prachi Nawathey
03 8399 9949