Junior Help Desk Analyst

The fundamental purpose of this position is to provide administrative support and coordination of assets between the business and IT Services, ensuring all customer requests for service, including incidents and requests, are resolved/delivered/managed in accordance with agreed service levels to minimise the impact of service disruption.

KEY RESPONSIBILITIES:

- Record all relevant information including progress accurately re Service Request in Remedy in accord with Policy and Process
- Accurate diagnosis of root cause - Incident or Request
- Resolution actioned or assigned task(s) to appropriate
- Repair Authority(s) with required info within agreed service level
- Minimise customer impact by providing workarounds where possible
- Orders correctly receipted and actioned in accord with relevant policy and process
- Provide administrative support as directed

KEY REQUIREMENTS:

- Relevant tertiary qualifications
- Previous IT support experience highly regarded
- Strong knowledge of Windows 7, XP etc as well as MS Office suite
- Experience in providing exceptional customer service to customers both remotely and face to face
- Experience in delivering services within an environment with defined service Levels
- Experience using workflow/call management systems (preferably Remedy)
- Experience working with Asset Management