Service Delivery Analyst

Location: Sydney CBD, New South Wales
Contract Type: Permanent
Specialisation: Technology & Digital
Salary: Negotiable
REF: BBBH239056_1576106748

This is an exciting opportunity for an experienced Service Delivery Analyst to join the information and technology team of this global logistics company. Your role will provide quality, customer-focused tier 1/2 technical infrastructure & application support for the effective delivery of ICT services across the organisation.



Key responsibilities

  • Assist with the management/administration of business-critical IT systems
  • Support Business Applications by assisting with escalation of incidents, application owner responsibilities, upgrades, test/dev environments & functionality testing
  • Server Management - Active Directory, permissions and groups, group policy
  • Virtual Machine Infrastructure management - VMware
  • Messaging & Collaboration management - Exchange, Skype, Office 365
  • Portal and Workflow - SharePoint administration
  • SharePoint online- Permissions/security, data migration from group drives
  • End-user computing using Microsoft technologies - Citrix, AWS, Automated SOE, software packaging, printers and associated EUC hardware
  • TCP/IP networking & patching requirements - Local Wi-Fi and structured cabling
  • Service Now - Usage of for ticketing
  • IPad and IPhone support


Knowledge and experience

  • 2-3 Years' experience in a support role, i.e. Service Desk or Desktop Support
  • Tertiary qualifications in relevant IT disciplines
  • ITIL certification
  • Knowledge & Experience of ITIL Frameworks & Fundamentals
  • Knowledge & Experience of SharePoint Online
  • Knowledge & Experience of Microster or other rostering applications
  • Knowledge & Experience of Service Now or other ticketing systems (e.g. Remedy)
  • Knowledge & Experience of Microsoft based operating systems- Windows 7 & 10, Exchange, Office 365, Skype for Business.


Skills and competencies

  • Excellent written & verbal communication skills, Good interpersonal skills
  • Excellent analytical & problem-solving skills
  • Strong customer focus- Knowledge of customer service level agreements
  • Willingness to understand and learn other business applications
  • Good attention to detail, conceptual thinker
  • Excellent organisational, time management and prioritisation skills
  • A Flexible and adaptable- ability to quickly understand and utilise new concepts, processes and systems
  • Tenacity and resilience- ability to remain calm in high pressure situations
  • Collaborative team player- ability to work equally independently & with the team to achieve common goals & assigned tasks.
  • Ability to work on call to support the company's offshore team