Service Desk Analyst

Description

Remote is seeking a Service Desk Analyst to provide incident response, data transfer capability and level one ICT support to ASD and relevant stakeholders. The successful candidate will resolve problems using expertise in analysis, diagnosis and evaluation, taking the initiative to identify alternative courses of action, design solutions to issues impacting on the achievement of desired outcomes and communicate service and degradation issues to customers applying a range of customer service skills.

Role Information

Job Duties and Responsibilities

• Accountable to respond to support requests by providing information to enable problem resolution and promptly refer unresolved calls as appropriate.

• Accountable to ensure that documentation is available and in an appropriate format for those providing or receiving support.

• Understand and apply knowledge of the general features and capabilities of the Australian Signals Directorate and current industry accepted hardware and software products.

• Research and explain vendor products and organisational policies to stakeholders.

• Build and sustain effective working relationships with team members and actively participates in team work and group activities.

• Tailor personal communication strengths and select appropriate mediums for conveying information and negotiating through situations.

• Resolve problems using expertise in analysis, diagnosis and evaluation, taking the initiative to identify alternative courses of action.

• Design solutions to issues impacting on the achievement of desired outcomes.

• Communicate service and degradation issues to customers applying a range of customer service skills.

Technical skills

Resolve problems using expertise in analysis, diagnosis and evaluation, taking the initiative to identify alternative course of action.

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