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Service Desk Analyst

VIC, Melbourne
Posted on 16.03.2017

Multiple Roles Either 3-6 Month Contracts
CBD Location
Must Be An Australian Citizen Or Permanent Resident

Our client is a leading company based here in Melbourne. They currently have two openings for skilled Service Desk Analysts to join the team. If you enjoy working in a fast paced and fun environment, keep reading as this could be the role for you.


    • Provide direct customer support via phone, email, instant messaging or any defined Service Centre communication method.

    • Resolve or coordinate the resolution of all incidents and service requests.

    • Provide recording, ownership, monitoring, tracking, communication and closure of incidents and service requests.

    • Analyse incidents and service requests for correct prioritisation, classification and initial support requirements.

    • Escalate complex, difficult, contentious or politically sensitive incidents and service requests as necessary per established escalation policies.

    • Provide after-hours support either as required or to an agreed roster.

    • Any other duties as reasonably directed by the service desk manager.

    • Act as a role model and embody the organisation's values in all day-to-day activity.


    • Proven capability in customer focus, with empathy and understanding of customer business drivers.

    • Good problem-solving skills and analytical ability.

    • Good communication skills, both written and verbal, including a personable and professional phone manner and the ability to explain technical issues using non-technical language.

    • Demonstrated ability to work collaboratively in a team environment, with particular emphasis on flexibility and adaptability.

    • Experience working in a complex service desk environment, with practical knowledge in providing comprehensive first level support for tools and applications such as Microsoft Office products, Citrix, printers, mobility, and IBM Notes is desirable.

    • Ability to work under pressure and prioritise multiple tasks to meet agreed Service Levels

To find out more about these exciting roles, simply "apply now" or call Nikki on 03 9623 6509 for a confidential chat.

How to Apply?

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