Service Desk Analyst

Location: Perth
Job Type: Contract
Specialisation: Help Desk & IT Support
Salary: Negotiable
Reference: CR/025172_1707200834
Contact: Katie Griffin
Email: email Katie

ROLE DESCRIPTION / JOB TITLE

The position is for a Service Desk Analyst, who provides ongoing support, technical skills and experience to deliver, maintain and support end-user standard operating environments.

REQUIRED SKILLS, KNOWLEDGE, OR EXPERIENCE

Our client requires a Service Desk Analyst to provide ongoing support and anticipates that the successful candidate will provide resource(s) with the following technical skills and experience:

  • Appropriate ICT related qualifications or equivalent industry recognised professional qualification, or relevant industry experience in a medium or large organisation.
  • Awareness of IT Service Management best practices, methodologies and frameworks (e.g. ITIL, SIAM etc).
  • Experience in delivering, maintaining and supporting end-user standard operating environments across a range of devices with a focus on Microsoft technologies.
  • Experience supporting and provisioning end-user hardware, software, applications, peripherals and portable telephony devices and IT asset life cycle processes and procedures in a medium to large organisation.
  • Knowledge of contemporary ICT trends, developments and standards
  • Ability to work at various metropolitan sites, occasionally undertake travel to regional sites and work outside business hours as required.
  • Ability to work independently and within a team
  • Excellent interpersonal skills

ADDITIONAL REQUIREMENTS

Outcomes

  • Allocates, monitors and resolves Incident and Service Requests, ensuring that agreed service level targets, KPIs and operational requirements are achieved.
  • Utilises endorsed ICT Support Services tooling and technologies (e.g. IT Service Management System, Group Policy, SCCM, VDI and GPO) on a day-to-day basis as required.
  • Adheres to and enforces policies and procedures related to Standard Operating Environment (SOE) and IT hardware and software asset management.

Reporting

  • Submission of weekly time-sheets using the customers nominated time-sheet system RCTI.
  • Monthly Project Status Reporting (PSR) in-line with reporting guidelines to the Manager and BID Category/Office Manager for each assigned project

Meetings

  • Attendance at quarterly business engagement branch meetings
  • Contract review meeting at expiry of contract, and
  • Other meetings as required.

Key Performance Indicators

The following KPIs are applied to this contract:

  1. Meet time lines defined by the Category Manager
  2. Deliver assigned work packages/components by agreed time lines
  3. Ensure that the deliverables satisfy the prescribed quality criteria as defined by the Category Manager

If the above role resonates with you please apply with your most up to date CV. For further information please call Katie Griffin on 0423 919 610 or email