IT Helpdesk / First Line Support / Remote Service Desk Analyst

Melbourne, null, gb
Company: AWD online
Category: Computer and Mathematical Occupations
Published on 2021-07-27 06:06:26

JOB OVERVIEW

We have a fantastic new job opportunity for an IT Helpdesk / First Line Support / Remote Service Desk Analyst with good customer service experience, a confident and professional telephone manner and sound computer skills.

As the IT Helpdesk / First Line Support / Remote Service Desk Analyst you will work as part of a team to provide seamless, professional and timely customer service skills, engaging with a diverse user-base by phone and email to ensure that any incidents, problems and changes are managed through to resolution in a professional manner.

Working as the IT Helpdesk / First Line Support / Remote Service Desk Analyst you will have the ability to remain calm and professional under pressure.

DUTIES

As the IT Helpdesk / First Line Support / Remote Service Desk Analyst your duties and responsibilities will include:

  • Respond to client contacts, via, email, phone or web portal
  • Log and manage incidents, problems and changes through to resolution via coordination with the resolver groups
  • Assist with Service Improvement initiatives and take a proactive approach in increasing team productivity
  • Enhance own skills and knowledge through self-development
  • Create, update and issue reports to customers and the Management Team
  • Undertake Major Incident Management
  • Be involved with scheduled/ad hoc Incident reviews with the Company customer base
  • Coordinate transition activities of new clients into Managed Services
  • Work with analysts and team leaders on active workloads
  • CANDIDATE REQUIREMENTS

  • Existing experience in customer service is essential
  • Previous experience on an IT helpdesk or service desk as an analyst or administrator
  • A confident and professional telephone manner
  • Good computer skills
  • The ability to work as part of a team under pressure and be able to manage your own work load and be self-motivated
  • Previous experience in a Managed Services environment would be beneficial but not essential
  • First rate communication skills both spoken and written
  • Ability to work in a reactive environment proving feedback to users and customer’s in a timely manner
  • Good understanding of a Service Desk logging system and Microsoft Office applications
  • Good awareness of ITIL disciplines
  • Ability to remain calm under pressure
  • Excellent analytical skills and a keen eye for detail
  • Ability to write process documentation that is clear and concise
  • Ability to identify process gaps and action them as a part of service improvement
  • Good relationship building skills
  • Ability to work with multiple clients, 3rd parties and resolver groups
  • Able to communicate complex issues in a simple manner to different audiences
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