Analyst I, Service Desk - 6 Month Secondment

Key Responsibilities:

Provide timely and high-quality resolutions to incidents and service requests on first contact, wherever possible, following agreed process guidelines, work practices and service standards.
Maintain a strong customer service and problem resolution focus through effective communication with customers
Strive to achieve and maintain individual and team metrics
Attain superior call management and customer handling skills, identify areas of skill set requiring improvement and proactively take steps to address these areas
Develop an understanding of the business requirements and the support they require
Work with knowledge management and other resolver groups to gather and transfer knowledge to other team members
Assist in the identification and implementation of process improvements
Maintain an overview of current impacts to the business and provide information to assist with trend analysis
Maintain a working knowledge of the processes and technology in the wider Infrastructure team.
Assist with team administration and operations work as required
Skills & Experience
Demonstrate interpersonal and customer focus capability
Strong problem solving, analytical skills, and ability to effectively multi task
Experience in a range of Information Technology roles
Demonstrate previous experience of achieving SLA's
Tertiary qualification in Information technology, Engineering, Computer Science or equivalent experience
Experience in providing superior customer service and a real understanding of meeting customer needs
Knowledge of Active Directory, and Service Now, or a similar case logging tool preferred