Service Desk Analyst | 8231  

Incident and Request Resolution

• Ensure incidents, and requests are dealt with efficiently and in a timely manner;
• Carry out clear and regular progress communications to customers during the resolution of all incidents and requests;
• Ensure the customer is satisfied before closing requests and incidents;
• Engage and work with other technical experts and resources to ensure timely resolution of incidents and fulfillment of requests
• High-involvement team member
• Actively contribute to the success of Group IT’s and Service Desk initiatives and goals;
• Include, engage, support and share information with other members within other IT functions;
• Participate in cross-functional teams and user forums towards achieving broader company objectives
• Customer Service
• Deliver a high standard of customer service;
• Work with customers to understand and meet requirements;
• Build relationships with customers;
• Provide assistance to customers to utilise IT systems and information;
• Provide IT advice, guidance, and support to customers;
• Contribute to maintaining up-to-date Customer Self Help documentation
• Internal consultant/ technical expert
• Maintain technical and functional knowledge of Monadelphous systems and infrastructure;
• Contribute to maintaining an up-to-date knowledge base, documentation, and work procedures to support Monadelphous IT services
• Innovation and Continuous Improvement
• Contribute to the identification and implementation of new initiatives or improvements for systems, providing support to production during the transition processes.
• Support and encourage others to adopt innovative approaches and acceptance of change

• Minimum of 3 years experience in a multi-site IT support environment including:
• Prior experience within the BPO industry;
• Outlook and Office 365;
• Active Directory;
• Windows Operating Environments (Windows 10);
• Alignment to the ITIL Service Delivery framework;
• Advanced use of Service Desk management software to manage call queues (preferably Service Now, but other major systems such as BMC Remedy, ManageEngine, etc.)

Nice-to-haves

• Exposure to supporting Australian and New Zealand regions
• Mentoring and training of colleagues and customers
• SharePoint
• Cisco Call Manager
• Citrix