- Initial 6 month contract w/ extensions
- PORT MACQUARIE NSW LOCATION
- Level 1/ 2 Support
Our client is seeking a friendly and outgoing Level 1/ 2 Service Desk Analyst to join their team in a busy and fast paced environment! You will be responsible for delivering professional telephone and email support to effectively manage customers and their expectations.
Role:
- Monitor queues to ensure SLA\’s are achieved and contractual arrangements are satisfied
- Aim to provide a first call resolution to every issue
- Practical Knowledge of customer service techniques in an IT environment
- Practical knowledge of enterprise email services and office product software
- Working knowledge of policies and procedures relevant to this role
- Application knowledge IT security frameworks, system security, controls and implementation of associated risk management processes
- Working knowledge of computer operations and software and systems relevant to this role
- Practical experience in delivering professional telephone support in a large corporate environment, to effectively manage customers and their expectations
- Experience in applying computer operations and business systems applicable to the role
- Ability to understand and apply IT security framework, system security, controls and implementation of all associated risk management processes to assist Service Desk to meet IT Service Level Agreements
Requirements:
- Minimum 12 months\’ experience in a busy technical Service Desk telephone/ email based environment
- Hands-on experience with COTS or In-house Ticketing software a must!
- Working knowledge of Active Directory and Group Policies
- Exposure to Windows XP, 7 and 8
- IT related qualifications
- Excellent phone manner
- Passion to deliver quality service
Qualifications:
- Certificate III in Information Technology (General)
- MCP certification
Please apply using the link below, calling Cass Drum on 03 8506 6578 quoting reference #12287 with any questions. Based on the volume of applications, only shortlisted candidates will be contacted initially. Candidates may also be subject to a police and reference check.