IT Service Desk Analyst

At the core of the role is fantastic service, and a drive, desire and passion to create amazing outcomes for our customers. The Service Desk Support Team is the first touchpoint for all Technology related calls and tickets. Reporting to the Service Desk Team Leads, your ability to work under pressure, troubleshoot and diagnose issues coupled with great communication will be key to your success.

Key Duties

• Answering incoming phone calls promptly 
• Provide in person onsite support at our main offices 
• Effectively manage and triage ticket queues to ensure issues are resolved within SLA timeframes 
• Analyse, troubleshoot and escalate IT tickets to other Support teams following the escalation process with correct priority 
• Ensure all tickets are updated with accurate notes, categories and resolution or escalation notes.  
• Following documentation covering IT Incid...