Level 1 Service Desk Analyst - ITSM

Job title: Level 1 Service Desk Analyst - ITSM
Discipline: Technology & Data Analytics
Location: Parramatta & Western Suburbs Sydney
Contract: Contract
Salary: $32.00 + super
Salary low: 30
Salary high: 32
Contact: Nicholas Johns
Call: Nicholas
Email: email Nicholas
Reference: 3176164
About The Company:

The client is a NSW Government agency under the Stronger Communities Cluster. The client provides an opportunity to focus on prevention and early intervention across both social welfare and justice systems. 

About The Role:
  • Provide first level support to employees in addressing, resolving or redirecting enquiries. 
  • Operators will need respond to and resolve customer enquiries whilst following policies, procedures and legislation.
  • Enquiries can be received via phone call and through our ITSM. The applicant would be required to work across both delivery channels.
  • Provide support to users and solve non-complex down-time. 
  • Adhere to relevant policies, procedures and processes to ensure information and advice is provided to clients is current and accurate. 
  • Identify gaps in the ICT Service Desk knowledge base and issues that may impact on service delivery to inform the design and implementation of service improvement initiatives. 
  • Ensure all deadlines are met and quality customer service is maintained.

About You:
  • Previous experience using an ITSM.
  • Previous service delivery contact centre experience with good technical capability of at least 2 years. 
  • Ability to work on a roster with a rotational shift start time through a standard hours agreement. 
  • Accuracy, ability to work independently and as part of a team and a commitment to help others.
If you are interested in the position please apply by clicking the link! Please note only shortlisted candidates will be contacted due to a large amount of applications.