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Helpdesk Support Analyst

NSW, Sydney
Posted on 29.11.2017
  • Large & Complex Government Organization
  • Energetic & Face-paced Environment
  • Must Have Great Communication And Customer Service Experience

Currently looking for a Helpdesk Support Analyst for Large and Complex Government organisation, Tier 1 Support, Remedy Ticketing Systems, Liverpool


Currently looking to engage a Helpdesk Support Analyst for a large and complex government organization.

The primary purpose of this role is to provide Level 1 support for service requests, actively inform the customer on status of requests, manage suppliers to ensure SLAs are met and/or fulfill service requests for a range of complex products and services available to customers

On a day to day basis you will be responsible for

  • Responding to and managing customer service requests promptly and professionally using SMEC Remedy 7.5
  • Following up and escalating support incidents
  • Actively managing suppliers to ensure SLAs are met
  • Assisting a range of different teams within the business to ensure duties and requests are met
  • Providing mentor support to first level team members
  • Provided weekly updates/mitigation of tickets
  • Assisted the Service Desk Team Manager with various requests/escalations
  • Assist the Subject Matter Expert with various duties and requests

To be successful in this role you will have the following skills/experience
  • Atleast two years' experience as a Level 1 IT support
  • Customer service/help desk experience within a large, complex environment
  • Experience within a very KPI driven environment with over 50 tickets a day
  • Strong written and verbal communication skills
  • High level customer service skills
  • Knowledge of and hands on experience with SMEC Remedy Version 7.5

To be considered for the role click the 'Apply' button or for more information about this and other opportunities please contact Ra'id Ahmad on 02 9464 5554. Please quote our job reference number: 200173349.

Reference Number: 200173349_1

Contact Details:

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