Senior Service Desk Analyst

Senior Service Desk Analyst

We are currently seeking a seasoned Senior Service Desk Analyst to join our esteemed not-for-profit health insurance organization. This role is integral to our Service Desk operations, placing a strong emphasis on service monitoring, Major Incident Management, and expertise in ITIL processes, particularly utilizing Darktrace for service monitoring. The ideal candidate will bring forth a wealth of technical experience and a commitment to guiding and upskilling team members.

WHAT'S ON OFFER

• Permanent role, with long term career growth opportunities.
• $86,000 Package Inclusive of Superannuation.
• Free Health Insurance for the whole family.
• Hybrid working arrangements. St Kilda Road location.

THE COMPANY

They are a well-established not-for-profit organization that seek to deliver high-quality solutions for their clientele. They are heavily focused on providing support for Australian families, delivering exceptional value for money and expertise within their domain.

Their focus is providing Health Insurance services to Australian families.

A fun-loving culture that is encourages its employees to be innovative and inclusive in their approach to delivery.

THE ROLE:

• Service Monitoring with Darktrace: Leverage advanced knowledge of Darktrace to monitor and proactively manage the organization's IT services, ensuring optimal performance and security.
• Major Incident Management: Demonstrate a solid understanding of Major Incident functions, swiftly identifying, resolving, and communicating incidents to stakeholders. Take ownership of critical incidents and lead the team in troubleshooting complex issues.
• Technical Proficiency: Showcase strong technical expertise in Intune, Active Directory, and Office365 Administration. Additionally, exhibit a basic working knowledge of IT infrastructure and network equipment, including VPNs and Access Points.
• Senior Capacity Experience: Apply demonstrated experience in a Senior Service Desk Analyst role, showcasing leadership skills, and the ability to guide and mentor team members.
• Process Improvement: Maintain and enhance Standard Operating Procedures, emphasizing continuous process improvement. Implement best practices and contribute to the evolution of Service Desk procedures.
• Communication Skills: Effectively communicate with executives, staff, and external parties, presenting opinions, recommendations, and conveying information in a clear, concise, and logical manner. Foster open lines of communication within the team and with other departments.
• Ownership Mentality: Demonstrate a proactive approach to problem-solving, taking ownership of escalated complex issues within the team. Drive solutions and improvements to ensure the highest levels of service delivery.
• Training and Upskilling: Embrace a role that involves training and upskilling team members. Foster a culture of continuous learning and development within the Service Desk team.

TECHNICAL SKILLS & EXPERIENCE

• Proven experience as a Senior Service Desk Analyst. 3-5 years' experience.
• Strong technical knowledge of Intune, Active Directory, and Office365 Administration.
• Basic understanding of IT infrastructure and network equipment.
• Familiarity with Major Incident Management processes.
• ITIL Certificate and processes.
• Excellent communication skills with the ability to interact at various organizational levels.
• Proactive approach to problem-solving and troubleshooting.
• Experience in maintaining Standard Operating Procedures with a focus on process improvement.

To be successful, you must be someone who works collaboratively with the team and can adapt to high pressure environments. You need to be a people person that can easily build relationships and ensure the desired outcome is achieved.

To apply, click the link and upload your current resume in Microsoft Word format only (.doc or .docx), or please send through a copy of your latest CV to *****@welovesalt.com for a confidential discussion.

Please note: You must be in Melbourne and have full working rights to be considered for this role.

Only suitable candidates will get a call back.

Acknowledgement of Country

Salt respectfully acknowledges the Traditional Owners of the lands across Australia as the continuing custodians of country and culture. We recognise the enduring connection that Aboriginal and Torres Strait Islander peoples have to the lands, waters, and skies.

We pay our respects to all First Nations Australians and their Elders past and present.