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Service Desk Analyst

Dalbly location, 3 month temp position, with the possibility of extension in Information, Communications and Technology Department,
The HB Group is currently looking for an experienced Service Desk Analyst for a three (3) month contractual role based in Dalby. 

Reporting to the ICT Technical Team Leader, the Service Desk Analyst will provide a first point of contact and initial point of resolution for technical requests in the use of a wide range of software and hardware, systems and products. 

To be successful in this position you will need to hold a relevant certificate in  a IT related field or be able to demonstrate equivalent related experience. Its highly desirable to hold an ITIL V3 Foundation Certificate and have at least 2 years experience in a similar role. 

Key responsibilities

  • Provide first point of contact service assistance to the caller, resolving the incident or request on first contact where possible
  • Wherever possible, educate the end-user with the objective of resolving as many incidents as possible and reducing recurring calls
  • Liaise with customers and branch team members to provide status updates and feedback
  • Respond to common requests for support by providing information to enable problem resolution and promptly escalate unresolved calls as appropriate
  • Maintain accurate asset records of computers and peripherals, mobile devices and software distributed to staff, service centres and in store
  • Responsible for closing all service desk tickets, ensuring ticket metadata is accurately and appropriately completed by the responsible technician

Use of organisational skills to:

  • Organise individual workload to ensure quality, responsive and appropriate client services.
  • Administer stock levels of equipment, consumables & general peripheral hardware.
  • Maintain accurate asset records of computers and peripherals, mobile devices and software distributed to staff, service centres and in store.
  • Responsible for closing all service desk tickets, ensuring ticket metadata is accurately and appropriately completed by the responsible technician

Use of technical skills to:

  • Utilising IT knowledge to receive and handle requests for first level technical support following agreed procedures by logging problems, requests and questions.
  • Troubleshoot and triage systems and peripheral incidents and problems.

Critical Competencies

  • Experience supporting Windows Server 2012/2016, Windows 7/10, MS Office suite, Office 365 & MS Exchange, mobile devices and technologies (Android and Apple) and Virtualisation technologies.
  • Sound general IT knowledge, including hardware and software and Microsoft Office software
  • Ability or the capacity to rapidly acquire the ability to diagnose low level application, web, computer or network errors analytically and to resolve problems quickly and effectively
  • Strong analytical and problem solving skills and demonstrated ability to perform computer and peripheral troubleshooting
  • You will be passionate about high quality service delivery and show strong customer service skills

Location: Toowoomba
Contract: Contract or Temp
Job Ref: 749390

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