Service Desk Analyst

• 12-month initial contract with the view to extend
• Newcastle Location
• Hybrid working opportunity
• 12-hour shifts, 4 days on / 4 days off (typical schedule).
• $35- $40 per hour + super

Our client is seeking a Service Desk Analyst to join their growing team in Newcastle. In this role, you'll be the first line of defense for internal users, troubleshooting technical issues and ensuring smooth operations.

The Opportunity:

• Serve as the first point of contact for phone calls and emails, collecting relevant information to prioritise and categorise interactions.
• Troubleshoot and resolve a variety of technical issues for staff and escalate when necessary.
• Respond to automated detected events from monitoring systems, validate their significance, and collect necessary information to prioritise incidents.
• Enter incident details and track resolution progress in the incident tracking system.
• Perform diagnostics on IT infrastructure, including routers, switches, firewalls, Linux, VMware, Windows servers, and storage.
• Maintain a high level of customer satisfaction by owning issues, managing communication, and leveraging resources to resolve incidents.
• Follow ITIL best practices and ensure incidents and resolutions are correctly recorded.
• Document procedures and solutions in the knowledge management system for future reference.
• Engage team members when needed to meet internal and external SLA requirements.
• Demonstrate flexibility and the ability to work effectively with minimal supervision in a high-pressure environment.

You're a great fit if you:

• Have a keen interest in technology and a strong desire to learn.
• Possess excellent communication, interpersonal, and problem-solving skills.
• Have experience in a help desk role (preferred), but recent graduates with a tech degree or certifications are welcome.
• Have the requirements to acquire baseline clearance.
• Can work in a fast-paced, high-pressure environment.

The Perks:

• Opportunity to learn and grow in a dynamic tech company.
• Collaborative and supportive team environment.

What to Expect:

• 12-hour shifts, 4 days on / 4 days off (typical schedule).
• Ability to work from home and the office
• Opportunity for overtime and weekend work (due to shift structure).
• Interview process will include a remote or onsite conversation.

If this sounds like the perfect opportunity for you, apply now!