Service Desk - Weekend

Service Desk Officer 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

• A 12-month contract with a well-regarded organisation
• Stable, full-time hours with structured shift patterns
• Exposure to a large-scale ICT environment with established processes
• Competitive contract rates aligned to market standards
• Ongoing support from a collaborative and professional team

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.
#2984126