Service Desk Analyst
Australia, Victoria, Melbourne
Experience: 0-2 Years
Information Technology
Introduction
We are seeking two Service Desk Analysts to provide first-line technical support within a large enterprise environment. You'll resolve incidents and service requests, troubleshoot a broad range of end-user technologies and deliver an outstanding customer experience. This is an excellent opportunity for experienced Service Desk professionals or recent IT graduates looking to build their careers.
About this role
As a Service Desk Analyst, you'll be the first point of contact for users requiring technical support, taking ownership of incidents from initial contact through to resolution. You'll work across a broad range of technologies while contributing to knowledge sharing, problem management and continuous service improvement.
Key responsibilities:
- Deliver first-line IT support via phone and service desk channels.
- Resolve incidents and service requests while maintaining ownership through to resolution.
- Troubleshoot Microsoft, hardware, software and end-user technology issues.
- Maximise first contact resolution through effective diagnosis and problem-solving.
- Promote self-service and identify opportunities for automation and continuous improvement.
- Create and maintain knowledge articles to improve frontline support.
- Identify recurring issues and contribute to Problem Management activities.
- Collaborate with internal technology teams to improve service delivery.
- Maintain accurate ticket updates and documentation.
- Meet agreed service levels and customer satisfaction targets.
- Participate in an after-hours on-call roster when required.
- Contribute to continual service improvement initiatives.
Is this you?
- Previous Service Desk, Help Desk or End User Support experience, or a recent IT graduate with relevant qualifications.
- Strong troubleshooting skills across Microsoft and end-user technologies.
- Excellent customer service and communication skills.
- Ability to prioritise and manage multiple support requests.
- Strong problem-solving skills and attention to detail.
- IT qualification or equivalent practical experience
Highly regarded:
- ServiceNow experience.
- Microsoft 365 and Windows support experience.
- Exposure to ITIL environments.
- Passion for continuous improvement and knowledge sharing.
What we offer
Brunel is a recruitment and flexible workforce solution provider which connects talented people with opportunities throughout Australasia and around the world. We specialise in highly skilled roles across a variety of technical, professional, trades and craft disciplines, pairing candidates with industry-leading projects and organisations on a contract, permanent or secondment basis.
Operating in Australasia since 1997, Brunel has major bases of operation in Perth, Sydney, Brisbane, Melbourne and Port Moresby, which are further backed by the strength and reach of a truly global network spanning over 45 countries, 120 offices and 50 years of successful operation.
Brunel is proud to be equal opportunity employer and encourages applications from Aboriginal and Torres Strait Islander and female candidates.
Do you have questions?
If you have any questions or would like to discuss the details of this role, please contact Mark Nelson - m.nelson@brunel.net