Senior Service Desk Analyst

About the RoleReporting 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, ExperisManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.Aboriginal and Torres Strait Islander people are encouraged to apply.By submitting your resume and other personal information with this application you are consenting to this information being collected in line with our privacy policy. Follow the link to learn more -Experis Pty Ltd is a wholly owned subsidiary of ManpowerGroupState: 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