Service Desk - Night Shift

Service Desk Analyst Your new company
A large and well-established organisation is seeking an experienced ICT Service Desk Analyst to join their service operations team based in Adelaide CBD. This role supports critical ICT services and offers an opportunity to work in a structured, high-volume environment with a strong focus on service quality and continuous improvement.
Your new role
As a Service Desk Analyst, you will be the first point of contact for end users, taking ownership of incidents and service requests and ensuring a consistently high-quality customer experience. This is a full-time, 12-month contract role requiring availability for night shifts and weekend shifts.
Your key responsibilities will include:

• Acting as the primary contact for ICT support via phone and email, delivering a high standard of customer service
• Managing incidents and service requests in line with agreed service levels and KPIs
• Providing Level 1 ICT support for standard desktop applications and approved software, with a strong focus on first-call resolution
• Escalating incidents to internal teams or external service providers as required, while retaining ownership through to resolution

What you'll need to succeed

• Ensuring accurate and complete documentation within call management and knowledge management systems
• Performing user administration and general administrative tasks accurately and within required timeframes
• Monitoring response and resolution times and taking appropriate escalation action when service standards are at risk
• Developing a strong understanding of service desk processes, tools, procedures and SLAs
• Supporting quality improvement initiatives to enhance service practices, processes and outcomes
• Maintaining confidentiality and security of sensitive and confidential information at all times

What you'll get in return
To be successful in this role, you will bring a customer-focused mindset, strong communication skills and proven experience in an ICT service desk environment.

What you need to do now
Apply with your updated CV

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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