Service Desk Analyst

JG King Building Group is seeking a dynamic Service Desk Analyst

This position’s primary focus is to act as the first point of contact to provide application support for all Level 1 and Level 2 requests for the core IT applications and infrastructure.

The Service Desk Analyst will need to liaise with all business users, stakeholders and the outsourced infrastructure ServiceDesk to ensure that all core IT applications and systems are functioning correctly. The Service Desk Analyst should be an excellent communicator and have proven experience and knowledge of supporting the ICT function of the ServiceDesk. The ServiceDesk Analyst should also be able to demonstrate that they have strong prioritization skills, are able to take ownership of issues, are proactive and have an excellent client focus.

Key Duties Include:

• Act as the first point of response for all application issues from staff. Including acting as the primary ICT contact for our manufacturing businesses which requires travel.
• Take full responsibility and ownership of the set Applications, including end to end support to users and working the vendor to ensure the system is optimised and servicing the business correctly.
• Provide Level 1 and 2 support on all core ICT Applications and mobile devices.
• Logs calls, emails, service request and incidents in the ServiceDesk tool and act as part of the overall ServiceDesk structure.
• Respond to all application incidents, provide support and resolve technical issues relating to Core ICT Applications.
• Co-ordinate external vendors to fix issues that cannot be fixed by the internal team or ServiceDesk.
• Provide support to other ServiceDesk staff in resolving problems as required.
• Apply problem solving skills to resolve and diagnose application and servicedesk issues for the IT environment and users.
• Respond and resolve User and Service desk requests.
• Provide technical support, advice and training to users as required.
• Application and Software support.
• Workstation operating systems support – All Microsoft Platforms above Windows 7.
• Mobile device support including mobile core IT applications.

Key Skills Include:

• Completion of Microsoft certifications combined with IT related qualifications or equivalent working experience.
• 3-5 years’ previous experience in a ServiceDesk role supporting Level 1 and 2 ICT Functions and applications in ServiceDesk environments.
• Working experience and knowledge in the support and basic administrating of Microsoft application using SQL.
• Working experience and knowledge in the support and basic administrating ERP system or Applications within an AWS environment.
• Working experience and knowledge in basic computing and operating system knowledge
• Demonstrate knowledge of ITIL practices. With Certification being high regarded.
• Working experience and knowledge in of ICT applications and infrastructure.
• Experience with support other stakeholder in SharePoint design and maintenance.
• Prior experience in property development and construction related applications would be a distinct advantage.

If you are interested please email a Cover Letter & Resume to:

Previous applicants need not apply

HR Manager  - ***************@jgking.com.au

Please note only short listed applicants will be contacted