Service Desk Technician

Green Light; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

NV1 clearance supported

Job summary

Green Light is seeking a Service Desk Analyst to join one of our clients in Sydney, 100% onsite. The role requires an active AGSVA NV1 clearance at a minimum and a strong focus on service delivery improvements.

The initial 3-month assignment has the view to convert to permanent, reflecting a long-term career path within a capable Australian onshore services company. You will provide end-user support, manage incidents and service requests, and ensure service levels are met while coordinating with

Qualifications

• Bachelor's degree in computer science, information systems, or similar.
• At least two years' experience in an IT performance analysis and end-user support role.
• Knowledge of computer programs and hardware.
• Experience troubleshooting Windows 10 installations on Desktop and Laptop devices.
• First point of contact onsite for IT issues including desktop peripherals, Windows 10, AD, network devices, printers, IP phones, software and Office 365.
• Proficiency in CRM and task management software.
• Strong analytical and problem-solving skills.
• Strong collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

Responsibilities

• Provide end users with a high level of customer service across communications.
• Detect and record incidents and service requests per scripts and logging.
• Provide 2nd level support for investigation and resolution.
• Resolve incidents and service requests within ten minutes where possible.
• Escalate to 2nd level resolver groups when needed.
• Escalate and manage incidents with 3rd party providers.
• Maintain end-user contact throughout resolution per procedures.
• Meet customer contractual service level targets.
• Close incidents/requests upon resolution.

Skills

Customer service

Analytical skills

Communication

Time management

Organizational skills

Education

Bachelor's degree in computer science or information systems

Tools

Windows 10

Active Directory (AD)

Office 365

CRM software

Job description

• initial 3 months assignment with the view to convert to PERMANENT
• Sydney offices, 100% onsite
• Must have a minimum NV1 security clearance

• initial 3 months assignment with the view to convert to PERMANENT
• Sydney offices, 100% onsite
• Must have a minimum NV1 security clearance

Green Light are looking for a Service DeskAnalyst to work with one of our clients. Great opportunity to leverage your experience and expertise to refine and improve service delivery and improvements to service management processes.

This role does require an active AGSVA NV1 clearance at a minimum. Consultants that do not hold this minimum requirement will not be considered.

Responsibilities

• Provide End User’s with a high level of Customer Service throughout all communications such as initial contact
• Incident/Service Request detection and recording via adherence to the Service Desk Script and Call Logging procedure
• Provide 2nd level support for the investigation and resolution of all reported and registered Incidents and Service Requests
• All possible attempts should be made to resolve all resolvable Incidents and Service Requests within a ten minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions.
• Escalation of reported and registered Incidents/Service Requests to 2nd level Resolver Groups where appropriate
• Escalation and management of Incidents referred to 3rd party service providers
• Provide continual end user contact as per the Incident Management Procedure Service Request Management Procedure, so as to manage the end user’s expectations and requirements through to Incident/Service Request resolution
• Ensure achievement of Customer Contractual Service Level Targets for all Incidents and Service Requests.
• Incident/Service Request closure upon the resolution of an Incident or Service Request via the defined process.
• The Service Desk Analyst will also carry out other duties as may be specified from time to time by the Team Leader

Requirements

• Bachelor's degree in computer science, information systems, or similar.
• At least two years' experience in an IT performance analysis and end-user support role.
• In-depth and current knowledge of computer programs and hardware.
• Experience with troubleshooting Windows 10 installations on Desktop and Laptop devices
• First point of contact onsite for any I.T related issues i.e desktop and peripherals, Windows 10, AD, network devices, printers, I.P telephone issues or faults, software and Microsoft Office Suite, specially Office 365. Android and iOS devices.
• Proficiency in customer relationship management (CRM) and task management software.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

We are an Australian onshore services company that provides technology capability across ANZ and Asia. Our services range from day-to-day operational activities, through project delivery, to more strategic and transformational programs. At Green Light, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage applications from all backgrounds and communities, and we are dedicated to providing a fair and accessible recruitment process for all candidates. During the recruitment process, if you require any accommodations or modifications please reach out to ***************@greenlightworldwide.com or call [phone].