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ICT Service Desk Analyst

ICT Service Desk Analyst

Job Title: ICT Service Desk Analyst
Contract Type: Contract
Location: Canberra
Industry:
Salary: Competitive
Start Date: 2021-04-28
Reference: V-39000
Contact Name: Kym Hinds
Contact Email: kymh@whizdom.com.au
Job Published: April 29, 2021 20:59

Job Description


Seeking an ICT Service Desk Analyst to provide level 1 assistance.   

The Role:

The ICT Service Desk Analyst will be the first point of contact for an end-user for support. The ICT Service Desk Analyst will provide support for computer applications, desktop, tablets, phones, smart-phones and notebook PCs as required and will be included in the service desk roster and out-of-hours roster as required.

Duties:
·       Provide level 1 assistance to Staff and Partners In The Community;
  • Communicate to a variety of clients with differing levels of ICT knowledge;
  • Effectively prioritise work to ensure high levels of service and support are provided;
  • Working within a rostered environment;
  • Have the ability to respond to urgent requests in a calm and efficient manner while also maintaining high work standards;
  • Work as part of a team to deliver consistent customer service excellence;
  • Deliver support and educate using a range of methods including via telephone and email;
  • Communicate to a variety of clients with differing levels of ICT knowledge;
  • Effectively prioritise work to ensure high levels of service and support are provided;
  • Have a commitment to achieving positive outcomes for all customers whilst maintaining a positive welcoming approach over all mediums;
  • Manage confidential and sensitive information; and
  • Foster a positive culture within the Service Operations team aligned with Agency values.
Essential Criteria:
  • Australian Citizen
  • Demonstrated minimum of 2 years’ experience as a Service Desk Team member in a high volume Service desk;
  • Excellent communications skills;
  • Proven experience, working with Shared Service providers and internal stakeholders in a high volume Level 1 Service Desk;
  • Experience in monitoring an ICT support mailbox, responding and escalating requests/issues as required;
  • Experience with ICTSM tools, creating, editing and maintaining tickets; and
  • Due to the nature of the business, all staff must display a positive contemporary attitude to people with disability. As such, it is highly desirable that applicants have an understanding or lived experience of disability.
 

Location and Contract Term:

Canberra or Geelong or Perth based – 6 Month Contract with 3 x 6 Months Contract Extension Options

Security Requirements:

Must be an Australian Citizen.

 

How to Apply:

Applications close 6 May 2021

Please upload your resume to apply. Please note you may need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates

Call Kym Hinds 1300 944 936 for any further information.

 

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