IT Service Desk Analyst — Fast-Paced Support & Troubleshooting

Hudson; Adelaide; On-site; AUD 65,000 - 78,000; Full time

Job summary

Hudson Global, Inc. is seeking multiple experienced Service Desk Analysts to join a busy IT support team within a large education environment in Adelaide. You will deliver Level 1 and Level 2 support to a diverse user base and ensure timely resolution of technology issues.

This 40-hour-per-week role requires a Diploma in IT and at least two years’ service desk experience. You will work onsite at least three days per week, adhere to SLAs and KPIs, and provide clear guidance to users with varying

Qualifications

• Diploma in IT with at least two years' subsequent relevant work experience.
• Experience in an IT Service Desk or technical support environment.
• Ability to translate technical information into clear guidance for non-technical users.

Responsibilities

• Provide Level 1 and Level 2 technical support across a broad range of IT systems, applications and devices.
• Diagnose, troubleshoot and resolve hardware, software and connectivity issues.
• Respond to incidents and service requests, ensuring timely resolution in line with SLAs and KPIs.
• Provide clear and effective technical guidance to users with varying levels of IT knowledge.
• Escalate complex technical issues where required.
• Maintain accurate records of incidents, service requests and resolutions.
• Manage competing priorities and workloads while maintaining a strong customer service focus.
• Work collaboratively with the wider IT team to ensure a consistent and reliable support service.

Skills

IT Service Desk

Technical support

Customer service

Communication skills

SLAs KPIs

ITIL knowledge

Education

Diploma in IT

Job description

Hudson Global, Inc. is seeking multiple experienced Service Desk Analysts to join a busy IT support team within a large education environment in Adelaide. You will deliver Level 1 and Level 2 support to a diverse user base and ensure timely resolution of technology issues.

This 40-hour-per-week role requires a Diploma in IT and at least two years’ service desk experience. You will work onsite at least three days per week, adhere to SLAs and KPIs, and provide clear guidance to users with varying