Service Desk Analyst
Tender ID: 418517
Tender Details
Tender Description
This Tender is invited by the Issuer.
** IMPORTANT NOTE: Seller is required to complete and submit the attached Home Affairs Seller Response Form to address the requirements.
The Specified Personnel will be responsible for providing the following deliverables including but not limited to:
• Field incoming requests/issues via both phone and email, and answering calls in a timely manner
• Record, track and document progress of all calls into the IT Service Management tool as per Service Desk call handling
• Prioritise and schedule the resolution of incidents and fulfilment of service requests, escalate (when required) to the appropriate escalation point
• Administering Microsoft Windows environments
• User account administration tasks including creations and decommissions –End-user troubleshooting of all software, hardware, telephony and network.
• Creating, reviewing and updating documentation
• Ability to follow team and organisational processes and procedures
• Work to a roster, including scheduled meal breaks
Specified Personnel will be expected to transfer skills and knowledge to departmental staff and ensure appropriate documentation is stored in accordance with the Department’s recordkeeping policy and practices.
The Specified Personnel will also be responsible for producing a range of documentation that will be specific to business related outcomes; and maintain accurate documentation in relation to business and technical requirements.
Location
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