Senior Service Desk Analyst

Location Sydney CBD
Discipline DevOps & Infrastructure
Job reference 174382
Salary Negotiable
Consultant email

About the Role

Reporting to the IT Manager, your focus will be to oversee the service desk team and ensure the delivery of high-quality first and second level IT support services to end users. This includes timely response and resolution of incidents, requests and enquiries while maintaining a positive customer experience.

Your key responsibilities:

Service Desk Operations

  • Provide technical support, answering support queries via the telephone, using remote desktop tools and ensuring Australia wide coverage across all locations and agreed hours of operation
  • Act as a further escalation point for unresolved or escalated calls
  • Support users in the use of computer equipment by providing necessary training and advice
  • Manage Desktop support tickets assigned by the IT Support Desk from initiation to resolution (ticket life cycle), ensuring the customer is kept informed all the way, and ensuring expectations are set and met and keeping weekly open tickets to less than 10
  • Mentor staff to improve the capabilities and usefulness of the Helpdesk team
  • Manage the operational and commercial performance of existing Network, Telecommunications, Hardware and Infrastructure vendors to contracts and SLAs
  • Support Third Party Risk Management process for the take on of new Vendors

Required Skills & Experience

  • Australian Citizen
  • A minimum of 3+ years' experience in a Service Desk role
  • Previous experience working on desktops, servers and networks
  • Experience with Microsoft 365
  • Demonstrated understanding of Wi-Fi, LAN and WAN infrastructures
  • Experience with Linux OS, Oracle, ServiceNow, JIRA and Red Hat is ideal
  • Experience with Windows Server 2012, 2016 and 2019 roles and features & Active Directory user Management
  • Experience with Windows Endpoint OS family

David Stretch
Divisional Director, Experis

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Experis Pty Ltd is a wholly owned subsidiary of ManpowerGroup

State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Experis Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856