Service Centre Analyst

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

At Interactive, we're not just a tech company; we're a dynamic force in the tech landscape, constantly growing and evolving.

As the Service Centre Analyst, your role goes beyond fixing problems – you'll be the single point of contact for all incidents and service requests, whilst ‘wowing’ our customers with your expertise.

You will continually look to improve our ITSM tools, design better user experiences, help create new Service Catalog items, and identify opportunities to automate processes, streamline workflows and enhance customer experiences.

Some of the key things you’ll do:

• Manage incidents and perform initial investigation and troubleshooting of issues and resolve as appropriate.
• Work to deliver first call resolution through Experience, Knowledge Sharing and Training.
• Deliver and manage cases/tickets through the ITSM solution, ensuring that the required details captured is of the highest quality.
• Liaise with various partners and support teams to achieve the desired outcome for our customers.
• Analyse ticketing trends and provide insightful reports for future strategies.

What we’re looking for:

• Experience and knowledge of desktop support with strong troubleshooting skills.
• Experience with processes aligned to the ITIL framework, specifically, Incident Management, Request Management, Problem Management.
• Experience in Active directory administration, Azure, Email Provisioning/Exchange management and Office 365.
• Excellent communication skills, a customer-oriented mindset, and the ability to work effectively in a team environment.
• Ability to work a rotating shift between the hours of 6.00am to 10.00pm, Monday to Friday from our Port Melbourne office.

Why choose us?

• Free onsite baristas in our Melbourne and Sydney offices.
• Strong learning culture with customised development plans for every one of our people.
• Our commitment to creating a sustainable business that invests back into the community.
• A range of staff benefits and discounts from our preferred partners.