Incident & ITSM Specialist — Service Desk Pro

Interactive Pty Ltd; Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Free onsite baristas

Job summary

Interactive Pty Ltd is seeking a Service Centre Analyst in Melbourne to be the single point of contact for incidents and service requests. You will investigate issues, perform troubleshooting, and aim for first contact resolution while delivering excellent customer service from our Port Melbourne office.

You will contribute to ITSM improvements, design better user experiences, help create new Service Catalog items, and identify opportunities to automate processes and streamline workflows to

Qualifications

• Experience with desktop support and troubleshooting.
• Experience with ITIL processes: Incident, Request and Problem Management.
• Experience in Active Directory administration, Azure, Email Provisioning/Exchange management and Office 365.
• Excellent communication skills, customer-oriented mindset and teamwork ability.
• Ability to work rotating shift 6:00am–10:00pm, Mon-Fri, from Port Melbourne office.

Responsibilities

• Manage incidents and perform initial investigation and troubleshooting; resolve as appropriate.
• Work to deliver first call resolution through Experience, Knowledge Sharing and Training.
• Deliver and manage cases through the ITSM solution with high-quality detail.
• Liaise with partners and support teams to achieve desired outcomes for customers.
• Analyse ticketing trends and provide insightful reports for future strategies.

Skills

Desktop support

ITIL Incident/Request/Problem

Customer-focused mindset

Excellent communication

Tools

Active Directory

Azure

Office 365 / Exchange

Job description

Interactive Pty Ltd is seeking a Service Centre Analyst in Melbourne to be the single point of contact for incidents and service requests. You will investigate issues, perform troubleshooting, and aim for first contact resolution while delivering excellent customer service from our Port Melbourne office.

You will contribute to ITSM improvements, design better user experiences, help create new Service Catalog items, and identify opportunities to automate processes and streamline workflows to