• Service Desk Analyst

    Job Locations AU-QLD-Eight Mile Plains
    Posted Date 2 weeks ago(27/11/2018 2:20 AM)
    Requisition ID
    # of Openings
    Job Schedule
    Permanent Full-Time
  • Project/Position Introduction

    MAX Solutions is committed to improving the lives of others. Providing employment, health, training and humanitarian services in more than 250 locations around Australia, MAX Solutions invests strongly in the development of our people. We foster strong relationships between staff, clients and the community and are driven to make a difference.


    As a member of the Support Team, the Service Desk Analyst is responsible for providing the link between Service Desk Officers and MAX Solutions Level 3 Support Teams.

    The Service Desk Analyst will be the first point of escalation, ensuring quality information is delivered to internal teams and providing advanced troubleshooting and advice to Service Desk Officers. The Service Desk Analyst will monitor trends, handle problem tickets and liaise with members from each team to ensure adequate resolutions and high levels of customer service.

    The Service Desk Analyst will be responsible for resolving escalated problems with users, participating and contributing to the Business and IT by implementing initiatives in line with IT management, ITIL, Security, Change Control, Support Requests and Administrative practises.


    Key Responsibilities

    •  Manage a queue of incidents and service requests, providing detailed information to work towards solutions
    • Manage an inbound call queue, ensuring abandoned rates remain low and agent availability remains high
    • Daily overview of the triage queue to identify trends early, report on those trends and liaise with Level 3 teams around a resolution
    • Ensure call average handling times (AHT’s) are managed and meet performance metrics
    • Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, call avoidance and end user productivity
    • Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management
    • Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
    • Provide a strong link between Level 1 and Level 3 IT Support Teams
    • Advance the use of a knowledge repository to share information among IT Support Team Members
    • Leverage Service Desk best practices and process frameworks, such as the ITIL, to drive continual process improvement
    • Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction
    • Stay abreast of trends in Service Desk operations and procedures including external changes that could have an impact on Service Desk services
    • Ensure inbound work is assigned within agreed service levels, including monitoring progress and communication with the customer whilst managing quality control
    • Ensure adequate information is recorded in the Service Desk system
    • Follow or develop team specific policies and procedures to ensure consistent levels of service and delivery across the team
    • Analyse performance of Service Desk activities and documented resolutions, identify problem areas, and work with the Service Delivery Manager to enhance quality of service and to prevent future problems
    • Respond to customer requests and incidents in a timely and professional manner, being the first escalation point for the IT Support Team
    • Adopt a reliable, and adaptable approach to customers. Ensure ownership is demonstrated to instil confidence in customers 
    • Oversee and keep abreast of the IT Service Desk project work
    • Oversee the development, implementation, and administration of Service Desk staff training procedures and policies
    • Attend regular 1-2-1 meetings with the Service Delivery Manager or Team Leader
    • Regular review of a skills gap analysis on the IT Service Desk and make recommendations to your Team Leader and Manager
    • Daily Queue management
    • Comply with all WHS procedures ensuring that team members including volunteers and contractors abide by all relevant health and safety procedures
    • Act as a role model by demonstrating safe work behaviours and report all accidents, incidents or near misses immediately.

    The Ideal Candidate will Possess the Following Additional Education and Experience

    Personal Attributes


    • Exceptional customer service orientation
    • Ability to deal tactfully with employees and contractors who provide a broad spectrum of services
    • Ability to handle multiple requests and prioritise
    • Organised with strong time management abilities
    • Strong interpersonal skills
    • Highly self-motivated
    • High levels of attention to detail
    • Proven analytical and problem-solving abilities
    • High level communication skills with the ability to draw out required information.


    Key Skills


    • Confident telephone manner and exceptional communication skills
    • Demonstrate strong customer service skills
    • Demonstrate strong written and verbal communication skills required to present department plans and activities to individuals and groups throughout the company
    • Ability to present ideas in user-friendly language
    • Prepare, read, comprehend and analyse a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation and correspondence
    • Speak to individuals or groups of people with poise, voice control and confidence
    • Ability to prioritise and execute tasks in a high-pressure environment
    • Experience working in a team-oriented, collaborative environment
    • Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations
    • Manage multiple high priority initiatives in a fast paced, highly technical environment
    • Successfully perform the planning, directing, reporting and administrative responsibilities of this position.


    Required Experience


    • Proven work experience in a Service Desk environment
    • Hands on experience with Service Desk and remote assistance tools
    • Solid technical background with an ability to give instructions to a non-technical audience
    • Customer-service oriented with a problem-solving attitude
    • Excellent written and verbal communications skills.


    Qualifications/Requirements - Mandatory


    • Hold or have the ability to obtain a current Police Clearance and Working with Children Check.


    Qualifications/Requirements – Preferred but not essential


    • BSc degree in Computer Science, Information Technology or relevant field
    • ITIL Qualifications
    • Requires five or more years of related technical and managerial experience in a Service Desk environment supporting a large multi-site Desktop environment
    • Current Driver’s License.


    EEO Statement

    At MAX Solutions we welcome employees from diverse backgrounds and aim to create a work environment where Employee differences such as gender, age, culture, disability and religion are valued.

    MAX Solutions applies the principles of reasonable adjustment for people with disability. Workplace adjustments are changes introduced into the workplace that take account of a person’s disability so that they can use their skills effectively and access the same benefits, terms or conditions of employment as other employees. If you are a candidate considering a role with MAX Solutions and require a workplace adjustment for this position, please advise the MAX Solutions Recruitment Consultant or contact MAX Solutions Recruitment on 07 3727 1306.


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