Level 18/1, Nicholson St, East Melbourne VIC 3002
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Job Ref: 12287

  • Initial 6 month contract w/ extensions
  • 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.


  • 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


  • 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


  • 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.