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1

service desk analyst

  • Assist users in resolving IT related concerns such as but not limited to active directory troubleshooting, mobile phone and network troubleshooting, basic SAP applications troubleshooting, printer issues, etc. 
  • Troubleshoot basic hardware issues with regards to their devices, laptops and other peripheral devices 
  • Provide assistance in usage of different Microsoft Office applications such as Excel, Word, Powerpoint, Outlook) 
  • Addresses, logs and manages calls from clients through phone and email 
  • Escalate unresolved incidents to higher technical support to ensure faster turnaround 
  • Act as the single point of contact for phone calls and emails regarding IT issues and inquiries 
  • Take ownership of user issues and follow up the status of issues on behalf of the users and communicate it back to them in timely manner to ensure resolution 
2

service desk analyst

  •  Providing 1st level telephone and email based support to customers
  •  Providing first contact and convey resolution to customer issues
  • Properly escalate unresolved queries to the next level of support.
  •  Track, route and redirected problems to correct resource
  • Update customer data and produce activity reports.
3

service desk analyst

  • Provide IT support to multiple clients which includes Wesfarmers Insurance, OZ Minerals, Queensland Alumina Ltd and Qube Logistics.
  • Log and resolve the Incidents and Service Requests within the time limits defined in the SLA’s.
  • Serve as first line of support to meet customer needs. Ensure that all inbound customer phone calls, emails, voicemails and ‘walk-ins’ are promptly answered/responded to and logged immediately within the online Service Desk System.
  • Develop documentation, help sheets, usage guides, and FAQ lists for end users.
  • Comply to and enforce IT policies and procedures.
4

service desk analyst

  • First contact to end user’s and document their quires / issues.
  • Confer with users or conduct computer diagnostics to investigate and resolve problems related to Lotus Domino application.
  • Provide technical assistance and support.
  • Install and perform minor repairs to software or installation specifications.
  • Develop training materials and procedures in order to train users in the proper use of the Lotus software.
5

service desk analyst

  • Receiving calls, first-line customer liaison
  • Recording and tracking incidents and complaints
  • Keeping customers informed on request status and progress
  • Making an initial assessment of requests, attempting to resolve them or refer them to someone who can
  • Monitoring and escalation procedures relative to the appropriate SLAs
  • Coordinating second-line and third line support
  • Releases advisory for upcoming server maintenance