Service Desk Analysts, Act, 6 Months - Canberra, Australia - Infopeople

Infopeople

Verified Company

Canberra, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Service Desk Analysts

Key Responsibilities:

Record accurate, timely and meaningful data in relation to client follow ups, requests and communication.
Provide consistent, professional and timely support and guidance to staff on program and IT areas.
Provide oncall support after hours on a rostered basis.
Determine software and hardware requirements to provide solutions to problems.
Install and configure software and hardware, and repair and replace peripheral equipment.
Ensure all service support knowledgebase and artefacts, and policies and procedures are followed at all times to ensure consistency and compliance of service.
Assist in the development and updating of knowledgebase articles, and standard operating processes and procedures.
Coordinate with team members and other support areas to provide resolution of issues, including the escalation of more complex issues to management and technical teams as required.
Conduct administration, scrip, and access management tasks where required.
Assist with the planning and delivery of additional support activities aimed at enhancing the capability of the organisation and service delivery improvement.
Conduct investigations for troubleshooting, research and analysis to obtain evidence based conclusions and assist in the management, preparation and coordination of policy or procedure formulation and/or project management.

Essential Criteria

Knowledge and experience in successfully setting priorities and delivering quality results on time within the provision of business support arrangements and service desk operations.
Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.
Demonstrated personal integrity whilst achieving results within legislative and policy parameters.

Desirable Criteria

Knowledge and experience in the use of Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly desirable.
Ability to gain an understanding of Australian electoral law and practice.

If this sounds like you:

Infopeople - Josie Bandiola
3559402