Digital Services Analyst, Nsw, 3 Months - Sydney, Australia - Infopeople

Infopeople

Verified Company

Sydney, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Digital Services Analyst

NSW
3 Months

Purpose of the role:

Securely support the daily customer service function of the Digital Service Desk to ensure effective and efficient delivery of support services at the service desk level, further enabling the organization's digital services resilience.

Key Responsibilities:

Fulfilment of all Digital Service Desk related activities with a focus on digital services (IT), ensuring security of operations, adherence to process, and service levels monitored and maintained.
Contribute to the Digital culture of delivering a quality customer service experience.
Support other streams within the Digital Service Desk where required, to ensure call response SLAs.
Support team colleagues with training and knowledge sharing, nurturing a collaborative environment.
Collate and deliver information to monitor and maintain Digital reports and processes.
Ensure adherence to IT policy, process, and frameworks.
Ensure risks and issues are identified and reported on a continual basis to the functional lead, ensuring customer focused delivery.
Implement tasks allocated by the functional lead to operate the Digital Service Desk to meet customer service requirements.
Deliver accurate, timely work to ensure that Digital Service Desk can perform its function well, and service its customers.
Identify and implement ways to improve efficiency of Digital support processes and procedures.
Keeping pace with the latest IT technology developments.
Continuously acquiring new skills to manage IT enquiries and incidents in relation to rapidly changing technologies.
At times, working under pressure when there is a major incident resulting in high call volume.
Handling of customer complaints at first level support.

Key Requirements:

Minimum 1 years' experience in operational delivery role within an IT Service Desk.
An understanding or experience in delivering managed endtoend customer services.
A broad understanding of enabling infrastructure technologies at the enterprise level.
A solid technical understanding of desktop and telephony technologies.
A good understanding of IT Service Management concepts (i.e., basic ITIL).
Minimum 3 years' experience in Information Technology.
Technical knowledge and/or experience in service desk technologies.
Qualifications in information technology, computer science or similar or equivalent industry experience.
Operational experience in a multifunction service desk / business centre environment.
Demonstrated experience working with technology service delivery in particular, Desktop Support services.
Service Desk Technician or Analyst accreditation and/or ITIL Foundationlevel certification.

If this sounds like you:

Infopeople - Josie Bandiola
3547249