IS Service Desk Analyst

at  Bolton Clarke

• Assist in delivering great customer experience
• Based in our Forest Hill
• Generous salary packaging - up to $18,550 per annum tax free

ABOUT THE OPPORTUNITY

We are seeking a Service Desk Analyst to join our Information Services team to provide Level 1 and 2 Technical support of the Local Area Network (LAN) and Wide Area Network (WAN) environments at Bolton Clarke. Through a strong customer service focus, the Service Desk Analyst assists in the use of application software products and/infrastructure components to meet the organisation’s needs.

Key activities:

• Analyse and resolve Level 1 and 2 incidents and requests regarding the use of application software or hardware from identification through to resolution, escalating to a specialist in the broader IS team where appropriate.
• Analyse urgency of requests and prioritise and manage customer expectations. Monitor all ‘high’ and ‘major’ priority service desk issues to ensure prompt resolution.
• Maintain data integrity within the service desk system by carefully reviewing and ensuring all incidents and logs are appropriately categorised.
• Document resolutions, update self-help and contribute to the creation and maintenance of knowledgebase articles where appropriate.
• Adhere to and support IS standards, policies and procedures, with an ability to identify appropriate modifications and improvements.
• Monitor and report on hardware, software and network resources to ensure a high level of performance, security and integrity.

• $15,900 Salary packaging + $2,650 meal and entertainment allowance
• Work life balance - office and WFH options
• Mobile phone and laptop provided
• A supportive, flexible, and fun, positive team culture
• Employee Assistance Program for you and your family
• Employee referral program – earn $$ for referring your friends and family
• Health Insurance discounts with Medibank
• Discount on selected car dealerships
• Free Flu Vaccinations
• Travel and Flight benefit