IT Service Desk Analyst

Apply now Job no: 494572
Work type: Full - Time (Auto)
Location: Melbourne CBD
Categories: Information Technology
Position Description

IT Service Desk Analyst

Location: Melbourne CBD               
Vacancy Type: Permanent, full-time     
Job reference: 494572      

Are you seeking a role that will allow you to use your extraordinary IT experience? If so, this is your job. 

Working as part of our IT Operations and Support team, the IT Service Desk Analyst is responsible for providing level 1 support services across desktop, network, infrastructure, application, telephony and cloud service portfolios.

Reporting to the IT Infrastructure & Operations Team Lead, this critical role will focus on providing customer centric support services. Serving as the first point of contact for all IT support queries, you will attempt to resolve service requests and incidents along with ensuring details have been appropriately captured, classified, prioritised and escalated where appropriate within Yooralla’s IT Service Management Lifecycle.

This position is located in Head Office, however travel to other Yooralla locations is required.

To be successful in this role you'll share Yooralla’s values and have:

Key Responsibilities

Specific Role Responsibilities

  • Provide responsive and courteous IT support services to both internal and external customers via phone, in person, email and other ITSM tools
  • Triage, manage and resolve level 1 service requests and incidents within established service level agreements
  • Keep customers informed with regular updates on the status and progress of requests.
  • Ensure all service requests and incidents are logged and managed in accordance with Yooralla IT service management processes
  • Maintain and document accurate resolution information within appropriate knowledge base repository
  • Communicate asset transfer information whilst also assisting with annual audits.
  • Identify opportunities for the continuous improvement of IT services, including the escalation of any ongoing issues
  • Articulate and contribute to the development of appropriate policies, standards and procedures for the effective management of Yooralla’s IT systems portfolio
  • Implement training programs for staff to ensure maximum accessibility to IT services and infrastructure.
  • Develop and maintain strong relationships with key business stakeholders, vendors and suppliers.
  • Support deployment of new IT services
  • Complete daily administrative tasks to ensure that systems and services continue to operate without disruption.
  • Provide support to network devices on a managed WAN connection
  • Support desktop applications inclusive of the MS Office product suite, SharePoint environments and other applications as required
  • Undertake general IT system administration duties
  • Manage user provisioning and off boarding activities via defined identity and access management procedures
  • Participate in disaster recovery and business continuity exercises
  • Maintain desktops by deploying images and installing software as required
  • Maintain up to date knowledge of industry trends and identify professional development opportunities to support the role
  • Participate in a range of IT meetings and planning activities for the department as required
  • Assist with other aspects of business-as-usual IT operations as required
  • Duties may be varied by your manager in accordance with Yooralla business requirements
  • Adhere to organisational Cyber Security controls

Mandatory Requirements

  • Current National Police Record Check
  • International Police Check (if required)
  • Current driver's licence to drive in Australia

Qualification Requirements

  • Bachelor’s degree in an IT related discipline or relevant industry experience
  • ITIL and relevant industry certifications will be viewed favourably

Professional Experience

  • 2 + years’ experience working as part of a technical support team
  • Experience in technologies such as DNS, DHCP, Active Directory, Group Policy, Windows Server, Microsoft Azure, Microsoft 365 products and services.
  • A general understanding across a broad range of technical areas including network, application, infrastructure, cloud, server, telephony and system administration disciplines
  • Sound understanding of industry standard information system support processes.
  • An understanding of information technology and industry trends.
  • Strong verbal and written communication skills and presentation skills.
  • Excellent customer focus background with commercial awareness and strategic thinking capability.
  • Moderate knowledge of ITIL disciplines

Sound like you?  

Click 'Apply Now' below, or contact Brenton James, brenton.james@yooralla.com.au on +61 3 9916 5820  for more information. 

Our culture 

At Yooralla, you’ll work at Victoria’s most established and recognised for purpose disability service provider with more than 100 years of experience offering high quality support services to people with disability. We work in partnership with adults and children, their families and carers to enable them to live the lives they choose.  

We believe in diversity, inclusion and equality and are committed to ensuring that our workplaces are a reflection of the Victorian community. We recognise the benefits that diversity and inclusion brings, and in turn encourage talented people from all backgrounds, abilities and identities to apply to our vacancies. We strongly encourage people with disability, LGBTQIA+ and Aboriginal and Torres Strait Islands People to apply. 

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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