Service Desk Analyst

  • Post Date: October 11, 2018
  • Applications 0
  • Views 207
Job Overview

Our client is seeking a Service Desk Analyst to join their team based in Sydney CBD location. You will be responsible for managing incidents and service requests, engaging with customers on the status and managing suppliers to deliver service levels for a wide range of complex products and services.


Key Responsibilities:

  • Managing customer incidents and service requests. 
  • Resolve incidents and fulfill service request. 
  • NextManage third parties to ensure customer SLAs are met. 
  • Interacting with customers on status of incidents or service requests. 
  • Provided mentor support to first level team members.
  • Update identifying gaps to existing procedures/work instructions.
  • Manage and assist with escalations and service improvements.
  • Provided weekly updates/mitigation of tickets.
  • Assisting the Service Desk Team Manager with various requests/escalations.
  • Assist the Subject Matter Expert with various duties and requests.
  • Adhere to SLAs for Service Requests and Incident handling.
  • Monitor and Manage Incidents and Service Requests queues.
  • Participate and Adhere to jeopardy management processes.


Role Requirements:

  • Experience using Service Management tool such as; Service NOW or Remedy or similar.
  • Must have AGSVA clearance – Baseline level.  
  • Experience providing support/service both phone based and customer facing. 
  • Proficient with MS Office suite.
  • Motivated and works well within a team environment. 

To be considered for the role click the ‘Apply’ button or for more information about this and other opportunities please contact Aaliyah Ismail on 02 9464 5704. Please quote our job reference number: 200181773.

Job Detail
  • Salary20 - 25
  • Reference Number200181773_2
  • External Form Link
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