Service Desk Support Analyst

Job Title: Service Desk Support Analyst
Contract Type: Contract
Location: Melbourne
Salary: $400 - $800 per annum
Start Date: 2019-06-13
Reference: JO-1906-95942
Contact Name: Gabrielle Cassidy (TECH)
Contact Email:
Job Published: June 14, 2019 11:25

Job Description

Our client is a major international financial services organisation, providing a comprehensive and integrated range of financial products and services. They operate in a complex environment which includes a multitude of stakeholders and many vendors.

Currently, they require a skilled IT Service Desk Analyst to act as the central point of contact between customers, technical services and external vendors. The main aim is to provide high quality first line of service and support for customers, by managing Incidents and Requests from start to completion

As a Service Desk Analyst you may be responsible for: 
  • Provide first-level contact for users via phone, email, intranet portal and face-to-face;
  • Accurately logging, classify, triage and manage the lifecycle of all Incidents that affect IT services provided to customers;
  • Diagnosing, investigating and resolving Incidents relating to in-scope IT services as quickly as possible;
  • Fulfilling Service Requests based on documented procedures;
  • Updating and refining documented processes and procedures as part of ongoing continuous improvement;
  • Communicating planned changes to service levels;
  • Providing excellent customer service;
  • Assisting with after-hours on-call support.
To be successful in this role you will have Technical knowledge, understanding and ability to troubleshoot user-facing aspects of:
  •  Windows desktop environment and Microsoft Office
  • Microsoft Active Directory
  • Microsoft Exchange
  • Microsoft Lync
  • Citrix
  • IP telephony and video conferencing
  • Basic networking and IT security
  • Mobile device management

To apply, click the link and upload your current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Shannon Garrett on 03 99292 9554, quoting ref no. JO-1906-95942. Want to know more about Davidson? Visit us at