Service Desk Analyst required for an initial 3-6 month contract role based in Perth. Role-
Provide ICT service support services to internal and external stakeholders for a large client to achieve efficient and effective ICT operations. Duties- Service request logging and tracking; First point of contact for all enquiries; Problem management and Call escalation management; Service desk management; Remotely supporting customer requests and incidents by phone and email; Controlling and monitoring the ticket system; Initial troubleshooting of incidents; Supporting ITIL processes including Outages; Continual communication with Incident Manager Provision of User Administration including creation, modification and deletion of accounts. Required Skills / Knowledge Excellent customer service skills Excellent communication skills (written, oral and interpersonal). Sound analytical and problem solving skills. Ability to take ownership of escalated issues and coordinate with appropriate resources to resolve them in a timely manner. Ability to document, track, monitor, follow up and prioritise customer support requests to ensure a timely resolution and transfer information to knowledge base. Good time management and multi-tasking skills. Good knowledge of Windows based environment, common hardware, common office productivity applications and Active Directory. Awareness of ITIL methodology.