Service Desk Analyst

• Permanent full-time opportunity
• Based in Eight Mile Plains
• Supportive team

Introduction

MAX Solutions is a national organisation that delivers essential services in employment, health and training services. We deliver proven solutions to support individuals, business and the Australian Government achieve outcomes that benefit the community.

We have a diverse and cohesive IT division at MAX and this is a chance to be part of it. Based in Eight Mile Plains, you will be integral in providing the link between the Service desk and Level 3 support teams.

At MAX you would be joining a team:

• Which is diverse, supportive and respectful
• Where knowledge, ideas and enthusiasm are well received
• Where your colleagues are passionate about providing exceptional service and delivery to their stakeholders

The opportunity

• Be the first point of escalation, ensuring quality information is delivered to internal teams and providing advanced trouble shooting and advice to Service Desk Officers
• Monitor trends, handle problem tickets and work through to ensure high levels of customer service
• Manage the inbound call queue ensuring agent availability is high and average handling times are met
• Ensure ownership is demonstrated to instil confidence in customers
• Provide detailed information and work towards solutions in regards to incidents and service requests

About you

• Someone with the ability to question and analyse and provide solutions
• Solid technical background with an ability to give instructions to a non-technical audience
• Ability to read and comprehend a range of reports, plans and correspondence
• The ability to prioritise and execute tasks in a high pressured environment
• Relevant degree and leadership experience in a Service Desk environment
• Due to contract requirements, applicants will need to be an Australian Citizen or Permanent Resident

Diversity and Inclusion

We are proud to hold the Workplace Gender Equality Agency (WGEA) Employer of Choice Citation and be a recognised Disability Confident Company.

At MAX, we value diversity – in the backgrounds, ideas, work styles and perspectives of our team. We strongly encourage people with disability, Aboriginal & Torres Strait Islander people, mature aged workers and people from culturally and linguistically diverse backgrounds to apply.

We adhere to the National Principles for Child Safety and require all team members to be committed to child safety and well-being. Our induction and training will provide you with these principles, including having an understanding of children's developmental needs and culturally safe practices.

Next steps

Please click "apply" to find out more about the role. If you require an adjustment to the recruitment process for reasons of equal opportunity, please call a member of our Recruitment Team on 07 3727 1306 or email max.recruit@maxsolutions.com.au before you submit your application.

• Manage a queue of incidents and service requests, providing detailed information to work towards solutions
• Manage an inbound call queue, ensuring abandoned rates remain low and agent availability remains high
• Daily overview of the triage queue to identify trends early, report on those trends and liaise with Level 3 teams around a resolution
• Ensure call average handling times (AHT’s) are managed and meet performance metrics
• Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, call avoidance and end user productivity
• Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management
• Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
• Provide a strong link between Level 1 and Level 3 IT Support Teams
• Advance the use of a knowledge repository to share information among IT Support Team Members
• Leverage Service Desk best practices and process frameworks, such as the ITIL, to drive continual process improvement
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction
• Stay abreast of trends in Service Desk operations and procedures including external changes that could have an impact on Service Desk services
• Ensure inbound work is assigned within agreed service levels, including monitoring progress and communication with the customer whilst managing quality control
• Ensure adequate information is recorded in the Service Desk system
• Follow or develop team specific policies and procedures to ensure consistent levels of service and delivery across the team
• Analyse performance of Service Desk activities and documented resolutions, identify problem areas, and work with the Service Delivery Manager to enhance quality of service and to prevent future problems
• Respond to customer requests and incidents in a timely and professional manner, being the first escalation point for the IT Support Team
• Adopt a reliable, and adaptable approach to customers. Ensure ownership is demonstrated to instil confidence in customers.
• Oversee and keep abreast of the IT Service Desk project work
• Oversee the development, implementation, and administration of Service Desk staff training procedures and policies
• Attend regular 1-2-1 meetings with the Service Delivery Manager or Team Leader
• Regular review of a skills gap analysis on the IT Service Desk and make recommendations to your Team Leader and Manager
• Daily Queue management
• Comply with all WHS procedures ensuring that team members including volunteers and contractors abide by all relevant health and safety procedures
• Act as a role model by demonstrating safe work behaviours and report all accidents, incidents or near misses immediately.

Personal Attributes

• Exceptional customer service orientation
• Ability to deal tactfully with employees and contractors who provide a broad spectrum of services
• Ability to handle multiple requests and prioritise
• Organised with strong time management abilities
• Strong interpersonal skills
• Highly self-motivated
• High levels of attention to detail
• Proven analytical and problem-solving abilities
• High level communication skills with the ability to draw out required information.

Key Skills

• Confident telephone manner and exceptional communication skills
• Demonstrate strong customer service skills
• Demonstrate strong written and verbal communication skills required to present department plans and activities to individuals and groups throughout the company
• Ability to present ideas in user-friendly language
• Prepare, read, comprehend and analyse a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation and correspondence
• Speak to individuals or groups of people with poise, voice control and confidence
• Ability to prioritise and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations
• Manage multiple high priority initiatives in a fast paced, highly technical environment
• Successfully perform the planning, directing, reporting and administrative responsibilities of this position.

Required Experience

• Proven work experience in a Service Desk environment
• Hands on experience with Service Desk and remote assistance tools
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills.

Qualifications/Requirements - Mandatory

• Hold or have the ability to obtain a current Police Clearance and Working with Children Check.

Qualifications/Requirements – Preferred but not essential

• BSc degree in Computer Science, Information Technology or relevant field
• ITIL Qualifications
• Requires five or more years of related technical and managerial experience in a Service Desk environment supporting a large multi-site Desktop environment
• Current Driver’s Licence.

Diversity and Inclusion

We are proud to hold the Workplace Gender Equality Agency (WGEA) Employer of Choice Citation and be a recognised Disability Confident Company.

At MAX, we value diversity – in the backgrounds, ideas, work styles and perspectives of our team. We strongly encourage people with disability, Aboriginal & Torres Strait Islander people, mature aged workers and people from culturally and linguistically diverse backgrounds to apply.

We adhere to the National Principles for Child Safety and require all team members to be committed to child safety and well-being. Our induction and training will provide you with these principles, including having an understanding of children's developmental needs and culturally safe practices.

Next steps

If you have a passion for helping people please click "apply" to find out more about the role. If you require an adjustment to the recruitment process for reasons of equal opportunity, please call a member of our Recruitment Team on 07 3727 1306 or email max.recruit@maxsolutions.com.au before you submit your application.

Please note: Under the MAX Solutions Mandatory Vaccination Policy all new employees of MAX Solutions must be fully vaccinated with an Approved COVID-19 Vaccine (or approved medical exemption) and provide Evidence of Vaccination/Exemption as part of our application and job offer process.