Level 1 Service Desk Analyst

Position Title:Level 1 Service Desk AnalystArea of Business:Managed ServicesReports To:Head of IT Support and Delivery ServicesKey Relationships:Customers, Service Delivery Managers, Managed Services Team, Staff, Service Desk and Vendor/sDirect Reports:N/AMentors:Assigned team members and other staffRole Brief:

To live the Southern Cross values, brand promise and add to the positive culture of team and individual success across the Managed Services team

To be dedicated, thorough and driven to resolve helpdesk requests and technical issues

To support Southern Cross’ existing customers base ICT environment. 

The tasks that need to be undertaken include:

• Ticket Management
• Troubleshooting
• Problem solving
• Maintaining desktop, printers, and peripherals

The candidate must have a good understand of, and previous experience working with:

• Windows Active Directory and servers
• Basic network troubleshooting

Key Duties:

Incident Management:

• Respond to and manage incoming support calls, emails, and ticketing system inquiries.
• Accurately log, categorize, and prioritize incidents and service requests in the ticketing system.
• Provide initial assessment, triage, and resolution of basic technical issues related to hardware, software, network, and applications.
• Escalate complex issues to higher-level support teams when necessary, ensuring all relevant information is provided.

Customer Support:

• Deliver exceptional customer service by communicating effectively and empathetically with users.
• Maintain a high level of customer satisfaction through timely and professional responses.
• Follow up with users to ensure issues are fully resolved and gather feedback to improve support processes.

Technical Support:

• Assist users with password resets, account lockouts, and access-related issues.
• Troubleshoot and resolve basic hardware and software problems.
• Provide guidance on the use of standard business applications and tools.
• Support remote users with connectivity and access issues.

 Documentation and Reporting:

• Document all support activities and solutions in the ticketing system.
• Contribute to the creation and maintenance of knowledge base articles and technical documentation.
• Provide regular reports on ticket status, resolution times, and customer feedback.

Continuous Improvement:

• Identify and recommend improvements to support processes and tools.
• Participate in training sessions and stay updated with the latest technology trends and support techniques.

Key Skills and Competencies:

• Client Focus – meeting and exceeding immediate technical requirements of clients
• Strong Communication - Demonstrates empathy and understanding. 
• Quality of Work - Pays attention to detail and quality of work produced, ensuring excellence and always seeking ways to improve outputs
• Written Communication - Effectively translates ideas and concepts into clear and concise reports and documents
• Teamwork – Works efficiently and effectively with the team to achieve group goals
• Action / initiative - Works to meet objectives, solve problems before being asked or required to do so.
• Composure - Remains focused on the task and goal under stressful and challenging circumstances
• Decision Making/Judgment - Demonstrates the ability to make timely and effective decisions and knows when to escalate 
• Processes - Process savvy – able to follow processes, and design them if there is no process

Key Measures:

• Demonstrates Southern Cross values and brand promise in all aspects of the job role
• Achieving customer satisfaction targets > 80%
• Culture - ability to live the culture driven from the CEO down
• Ticketing updates and other reports is completed on time and according to in place SLA’s 
• Complete internal system accurately and in a timely manner (e.g., timesheet, expenses, etc)

Experience and Education:

• Excellent attitude towards learning new skills and treating customers and colleagues with respect
• VCE or equivalent; associate degree in IT or related field preferred.
• Australian citizen or permanent resident
• Microsoft certification is an advantage 
• Strong all-round communication skills
• Organised and attention to details

Why SCCS?

• SCCS is established and respected within the IT industry
• SCCS offers a hybrid working experience where your time working remotely is complemented with a supportive and nurturing team environment.
• Office breakfast and snack items provided at our open plan, modern Port Melbourne office. 
• Frequent whole company events to support company culture and team values
• SCCS core values, join a team who lives and works to a standard set by our company values: OUR PEOPLE, WE LEAD, REACH FOR THE STARS, 1% BETTER, GAME ON! 
• DEI – “Strength lies in differences, not in similarities” – Stephen Covey. Join a team who will recognise your differences, celebrate them and utilise them for the companies strength.