Service Desk Analyst

Edison Talent; Gold Coast City; On-site; AUD 60,000 - 80,000; Full time

Job summary

Edison Talent is assisting a National business on the Gold Coast to recruit a Service Desk Analyst for a contract engagement. The role focuses on providing timely Level 1/partial Level 2 IT support, across hardware and software, and acts as the central contact between customers and IT to restore work quickly.

Applicants should have at least 1 year in a service desk or be recent graduates with a strong drive to learn.

Qualifications

• 1 year of Service Desk experience or recent graduate eager to learn in a fast-paced environment.
• Strong customer service, problem-solving, verbal and written communication skills.
• Strong attention to detail.
• IT Diploma or above; Bachelor’s degree is a plus.

Responsibilities

• Provide phone, remote and central support to sites and users.
• Deliver Level 1 and partial Level 2 support for IT hardware and software.
• Detect, record, resolve and escalate incidents and known problems.
• Provide ongoing user training and document procedures.
• Report data from information systems and monitor service usage.
• Process technology and communications orders; coordinate hardware and warranty replacements; maintain inventory.
• Liaise with vendors on incident resolution, quotes and upgrades.

Skills

Phone support

Remote support

L1/L2 support

Customer service

Problem-solving

Verbal communication

Written communication

Attention to detail

Networking basics

Windows operating systems

Education

IT Diploma or above

Bachelor of Computer Science

Tools

Office 365

Active Directory

Windows Server

Job description

Service Desk Analyst - Contract Opportunity

Gold Coast Location

We are proud to be partnered with this National Business, providing outstanding services to everyday Australians.

Due to a digital transformation they require some temporary Service Desk Analysts to support the existing team.

The role acts as a central point of contact between customers and the IT department, providing support to help users resume work as quickly as possible following IT service disruptions.

Key responsibilities include:

• Providing phone, remote and central support to sites and users.
• Delivering Level 1 and partial Level 2 support across IT hardware and software.
• Detecting, recording, resolving and escalating incidents and known problems.
• Providing ongoing user training and documenting procedures and processes.
• Reporting data from information systems and monitoring communications service usage and performance.
• Processing approved technology and communications orders, coordinating hardware and warranty replacements, and maintaining inventory records.
• Liaising with software and hardware vendors regarding incident resolution, advice, quotes and upgrades.
• At least 1 year of Service Desk experience, or a recent graduate with a strong desire to learn and succeed in a fast-paced environment.
• Strong customer service, problem-solving, verbal and written communication skills.
• Strong attention to detail.
• IT Diploma or above.
• Bachelor of Computer Science.
• Experience with Office 365 and other cloud-based platforms.
• Experience with Active Directory.
• Knowledge of core networking.
• Experience with Windows Server operating systems.
• A Nationally Coordinated Criminal History Check is required for the successful candidate.

We are looking for candidates that can start immediately.