THE OPPORTUNITY Due to continued growth in our Managed Services (MSP) Division, and now that our first wave have progressed to new roles, we are excited to be able to offer a number of Service Desk Analysts the opportunity to dive into their new career. Learning and training on the job, completing certifications on your journey through our established Career Pathways Program and spending time outside the service desk learning from senior members. RESPONSIBILITIES Responding to phone, email, and event alerts within the defined, contractual SLAs Achieve a high level of customer satisfaction through a high quality of service and accuracy in following of processes and procedures Correctly identifying Priority 1 and 2 incidents and act on them in relation to major Incident Management processes Using knowledge (own and group), remote troubleshooting tools and reference databases to resolve incidents remotely Keeping customers updated Contributing to Knowledge Management DESIRED EXPERIENCE Demonstrated experience in a similar role or fast paced customer service environment. TAFE Certifications highly regarded Ability to multi-task under pressure Collaborative approach to work WHO YOU ARE Australian Citizen with ability to gain a Federal Government Security Clearance Strong stakeholder engagement & management skills Career focused & determined Adaptable & thrive in constantly evolving environments Strong communication skills Ability to undertake shift work
