Service Desk Analyst

• On the job training provided
• Shift penalties apply for public holiday work
• We focus on quality 50 to 60 tickets per week per person
• 130 Lonsdale Street - Melbourne CBD.

Let's talk about the role.
Providing operational and first line IT technical support to over 1000 end-users across all business areas and technologies, logging all user incidents, service, and access requests in a timely manner, and escalating those in need of further resolution.

• Provide first-line support by telephone, email, and online support for all IT services, applications, and infrastructure, ensuring effective management of all services defined for resolution at the Service Desk.
• Work 7.6 hour rotating shifts (38 hours per week) to support hours of operation from 7am to 5pm, Monday to Friday.
• Monitor and maintain policy, standards and procedures for the Service Desk
• Oversee service requests from end to end, as lifecycle owner, ensuring users are kept up to date on the progress of their incidents and requests as required
• Ensure operational matters are communicated appropriately within the Service Desk team, operations bridge and to other internal and vendor support teams
• Maintain documents and participate in meetings as required.

Let's talk about you:

• You know that by the time people get to you they can be frustrated and feeling confused about how best to fix their problem. Your approachable, helpful, and empathetic style puts them at ease and makes them feel like you can solve anything!
• Sound technical knowledge of IT infrastructure, IT applications, and IT networks.
• Previous experience in face-to-face customer service or in an agile, product engineering led or IT Department highly desirable.
• Strong customer service skills, problem solving skills and a commitment to excellence.
• Any prior knowledge in ServiceNow is a nice to have
• Good understanding of a range of Microsoft Office products
• Ability to take direction, follow procedures, multitask and work within designated time frames to support deliverables.
• It goes without saying that you can demonstrate the ability to work both independently and within a team structure.

Sound like you?That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
We're Latitude, partners in moneyLatitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better.Always living and breathing our values. Act Right, Show Care, Be Curious.
We're not engaging any recruitment agencies for this role, so if you're interested. Please apply directly!
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.