Service Desk Analyst - Level 3 support

Location Melbourne
Discipline Information Technology
Job reference 160632
Salary Negotiable

About the role

To assist in providing a high standard of remote, telephone and email support to clients by providing service excellence in every engagement and utilizing cutting edge technology.


  • Handling all tickets as allocated by the business
  • Respond to incoming IT issues by troubleshooting as per guidelines and internal processes
  • Maintain first class communication with the client, adhering to specific service level agreements
  • Resolution of server level/company wide network issues
  • To work closely and in conjunction with the projects team on major projects
  • Provide mentoring and assistance to the level 1 & 2 team members
  • To ensure calls/tickets are logged, prioritized and escalated appropriately
  • Collaborate & communicate effectively within the team
  • Aim to increase the number of calls/tickets to be resolved on the first call
  • To ensure customer complaints are escalated to the service desk team leader
  • To ensure all customers are called to advise of ticket resolution
  • To include notes in every ticket after every phone call or other interaction with the customer

Skills required

  • Ability to engage others through credible communication and presentation.
  • Sound ability to multi-task across multiple IT platforms, with effective time management skills to ensure conflicting deadlines are met.
  • Intermediate computers skills - predominantly in Windows XP/7, cloud software and MS Office.

Chandan Karigowda
Operations Consultant

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Aboriginal and Torres Strait Islander people are encouraged to apply.

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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