4 x ICT Service Desk Analyst – Canberra, Geelong or Perth
Tender ID: 454701
Tender Details
Tender Description
This Tender is invited by the Issuer.
The ICT Service Desk Analyst plays a key role in responding to incidents and service requests in an effective, efficient and timely manner. This role is crucial to ensuring Agency staff and partners requirements are met in terms of communication, prioritising, escalating and resolving ICT incidents and requests. The ICT Service Desk Analyst will be the first point of contact for an end-user for support. The ICT Service Desk Analyst will provide support for computer applications, desktop, tablets, phones, smart-phones and notebook PCs as required and will be included in the service desk roster and out-of-hours roster as required.
Duties:
• Provide level 1 assistance to NDIA Staff and Partners In The Community;
• Communicate to a variety of clients with differing levels of ICT knowledge;
• Effectively prioritise work to ensure high levels of service and support are provided;
• Working within a rostered environment;
• Have the ability to respond to urgent requests in a calm and efficient manner while also maintaining high work standards;
• Work as part of a team to deliver consistent customer service excellence;
• Deliver support and educate using a range of methods including via telephone and email;
• Communicate to a variety of clients with differing levels of ICT knowledge;
• Effectively prioritise work to ensure high levels of service and support are provided;
• Have a commitment to achieving positive outcomes for all customers whilst maintaining a positive welcoming approach over all mediums;
• Manage confidential and sensitive information; and
• Foster a positive culture within the Service Operations team aligned with Agency values.
Location
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