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Service Desk Analyst

  • Reference: 476772
  • Location: Melbourne
  • Salary: 60-65k + Super + Benefits + Training + Certification
  • Job type: Permanent

Service Desk Analyst
Melbourne (Eastern Suburbs)
60-65k + Super + Benefits + Training + Certification

As one of Australia’s fastest growing SaaS companies delivering software solutions, our client is launching on a growth trajectory and currently seeking a Service Desk Analyst. This exciting role offers personal development, growth and a great leadership team.

Responsibilities:

  • Level 1,2 & 3 ticketing and support
  • Onboarding new clients, preparation and shipping of pre-configured equipment and software for new and existing customers and delivery of activities upholding a Cloud Managed Service portfolio for hosted customers
  • IOT Sensors and systems for the end clients
  • Investigation, monitoring, escalation and resolution of Level 1 & 2 helpdesk enquiries
  • Investigation of issues using own knowledge and following troubleshooting documentation
  • Diligent and thorough logging of customer contact, including time spent for billing purposes
  • Identify new opportunities with client: If they want a new line to measure another process, up-sell and provide the solutions

Required Skills:

  • Previous experience in Level 1 & 2 issues supporting clients
  • Experience with a ticketing system & help desk tools like ServiceNow or other similar software
  • Outstanding verbal and written communication, with demonstrated interpersonal/team-working skill
  • Detail oriented approach to problem solving, internal documentation and case logging
  • IT administration with AWS experience is a bonus but not essential – this company are looking to invest in a course for AWS certification, due to clients using AWS
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