AddressWe are a Supply Nation Certified recruiting and advisory business specialising in professional talent acquisition and employment solutions across Australia.
Our Philosophy is "Ethical Recruiting, Empowering People"
We are seeking a dedicated Service Desk/IT Operations Analyst to provide Level 1/Level 2 technical support to manage services and customers, ensuring high customer satisfaction and efficient service delivery. This role is critical in supporting day-to-day business as usual (BAU) activities and meeting service level agreements.
Role & Responsibilities:
- Act as the initial point of contact for managed services customers seeking technical assistance. Resolve or escalate reported issues promptly and effectively.
- Create, manage, and document incident tickets, tracking and updating progress until resolution.
- Prioritise issues based on criticality, impact on users, and adherence to Service Level Agreements (SLAs).
- Diagnose and troubleshoot technical issues, resolving where possible, and assigning unresolved/complex issues to relevant teams.
- Escalate unresolved issues to relevant teams and notify stakeholders of high priority incidents.
- Generate and analyse reports on incident trends, resolutions, and performance metrics.
Skills & Experience
- Degree in Information Technology or a related field with 2+ years of experience as an IT Operations/Service Desk Analyst.
- Proven ability to deliver high-quality customer service and solve problems effectively while managing multiple support requests simultaneously.
- Experience using operational support tools and incident management systems.
- Understanding of ITIL practices and cyber security principles.
- Self-motivated team player with the ability to work under pressure and meet tight deadlines.
- Familiarity with Mobile Telecommunications concepts (MNO, MVNA, MVNO) is an advantage.
An attractive salary based on your skill set and previous experience is on offer.
Successful candidates will be required to participate in on-call support rotations to ensure 24/7 availability for alert response and incident management.
If your skills and experience match this position and you’re ready for a new role, apply now and send us your CV. Unsure? Want to explore options? Call John Camm on 0488 808 *** today to start a conversation and hear about the incredible opportunities Rainy Day Recruitment has for you.
Rainy Day Recruitment is dedicated to promoting diversity and inclusion in acquiring talent for our clients. All suitably qualified applicants will receive consideration of their application without regard to culture, race, nationality, ethnicity, age, disability, gender identity, sexual orientation, or religion. Rainy Day Recruitment is eager to receive applications from Aboriginal and Torres Strait Islander peoples and invite them to apply.
