It Service Desk Analyst

Role: IT Service Desk Analyst
Duration: 6 month, with a view of extension
Location: Perth, WA (candidate must be WA based else open to relocate)
Level: 3
Position Responsibilities:

• Responds to user enquiries according to Service Desk procedures, providing support across a range of hardware and software products, within set Service Level Agreements (SLAs).
• Provides first level support, identifying issues which require more complex support and ensuring their timely escalation.
• Monitors Incidents and ensure SLAs are being adhered to, Incident Reports are developed and preliminary problem assessments are performed.
• Manages Service Requests, monitoring and reporting progress to relevant parties.
• Manages escalations with external service providers on issue which are maintainable by Service Desk.
• Develops end user documentation to assist with common service requests and queries that arise.
• Provides basic training to users in response to support requests.
• Contributes to the development of system policies procedures, guidelines and documentation - i.e. Knowledge base
• Contributes to the maintenance and development of the organisation's Desktop Standard Operating Environment (SOE).
• Maintains new configuration items (CIs) and updates existing CIs when necessary, maintaining the correctness of such attributes as location and relationships.
• Conducts auditing of the Configuration Management Database to ensure completeness of CIs.
• Contributes to the development of the IT Division's Business Plan.

Work Related Requirements:
In addition to a relevant tertiary qualification, Certificate level III in IT or an industry /vendor qualification (eg Microsoft/ITIL), have the capability to:

• Work with a customer service focus, establish relationships and anticipate client needs.
• Work collaboratively.
• Communicate effectively with a diverse range of people using verbal, written and presentation skills.
• Assess problems and develop a practical solution.

Pre-employment requirements:

• A satisfactory National Police Clearance no more than six months old
• 100 point identity check
• Satisfactory evidence of Australian residency status or the right to work in Australia
• Satisfactory evidence of essential qualifications or Professional Memberships (where applicable)

If the above role interests you, please apply below or call Riya at 0493490272