Service Desk Analyst

Location: Lewisham, New South Wales
Contract Type: Contract
Specialisation: Technology & Digital
Salary: AU$30 - AU$34 per annum
REF: BBBH240191_1580868329

This is an exciting opportunity for an experience Service Desk Analyst to join the Technology Service Desk Team of this leading Non-Profit organisation. Your role will provide 1st Level ICT support and systems administration for the effective delivery of ICT services across the organisation.



Key responsibilities:

Customer Service-

  • Assist and support internal customers with using our services throughout projects and operations, supporting and mentoring them through the relevant processes
  • Build positive relationships with internal customers during support engagements to ensure that our relationships with internal customers are strong, profitable and enduring.
  • Ensure support tickets opened by the Service Desk are closed within SLAs
  • Provide accurate and timely solutions to end user computing problems to ensure our end-user experience is of the highest quality
  • Premium and Executive support

Vendor Management-

  • Liaise with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA's and OLA's.
  • Ensure that strong partnerships exist between the vendors (internal and external) and the Society for both current operations and for future direction Projects
  • Evaluate new technological developments and evolving business requirements
  • Implement and maintain the Society's Service Catalogue
  • Embrace a culture which encourages the utilisation of technology and encourages innovative value-added practices and technology.
  • Working along Projects, Operations & Security Policies & Procedures


Knowledge and experience:

  • Previous experience working in a similar Service Desk/Helpdesk role
  • Excellent customer service, stakeholder management and communication skills
  • Proven analytical and problem-solving skills including for identifying user requirements
  • Knowledge of Microsoft based operating systems with emphasis on Windows 7 - Windows 10, Exchange, Office 365, Skype for Business.
  • Experienced in Active Directory/ Group Policy.
  • Basic understanding of PC hardware set-up and configuration and networking - Mobility, LAN, WAN, Wi-Fi, Printing & Telephony.
  • Solid understanding of ITIL & Qualifications
  • Proven organisational and time management skills
  • Ability to work both individually and as part of a team