Senior Service Desk Analyst

About the role

Data#3 is looking for a Senior Service Desk Analyst to join its Managed Services team in Brisbane or Sydney. This is a permanent position suited to someone with strong technical troubleshooting and customer service skills who enjoys taking ownership, supporting colleagues and working in a fast-paced service environment.

Key responsibilities

• Provide responsive technical support and deliver a high level of customer service
• Investigate, diagnose and resolve issues using remote system management tools
• Assess the urgency and impact of incidents and requests
• Take ownership of Major Incidents and give timely stakeholder updates
• Support Service Desk Analysts with queue management, knowledge review and quality assurance
• Help improve Service Desk processes and assist with the transition of new clients
• Identify and document knowledge gaps and contribute to continuous improvement

Required profile

• Strong written and verbal communication skills and excellent customer service capability
• Able to stay effective in busy, high-pressure situations
• Experience mentoring and supporting Service Desk Analysts is highly regarded
• Tertiary or diploma qualification and industry certifications are desirable; ITIL v4 is highly regarded

Required skills

• Windows 10 and 11 troubleshooting and PC hardware troubleshooting
• Microsoft Office and Outlook
• Active Directory and Exchange
• ServiceNow or similar ITSM ticketing platforms
• ITIL and Service Level Agreements