Systems Analyst

Job Description

The Senior Service Desk Analyst is a point of escalation and mentor for junior team members and is accountable for the management of the team rosters and ticket management.

Key Responsibilities:

• Lead our uncompromising Safety-First culture throughout the organisation and customer relationships.
• Responsible for the weekly management and co-ordination of the roster planning to ensure resourcing in the Service Desk is sufficient as per the service levels and business requirements, considering annual & personal leave and ensuring day to day operational escalations from Coates end users are addressed.
• Monitor & review dashboards and queues daily to ensure that resourcing is adequate and responsible for the re-assignment of tickets that are nearing an SLA breach, including the weekly operational reporting.
• Raises problem tickets based on common identified incidents, encourages team to proactively raise concerns regarding reoccurring or common incidents and influencing the Problem Management process to reduce outages.
• Ensure the Service Desk provides a high level of support to all end users.
• Actively contribute to a culture of customer centricity and continuous improvement by providing input to improving procedures and technical resolutions.
• Accurately records ticket notes and incident notes as appropriate and required; capture all actions taken by the team accurately within ticket notes; All tickets must have timely up to date status information and keeping customer always informed as to the status of their issue.
• Identify and escalate situations requiring urgent attention, providing a clear description of the incident and steps taken to resolve the issue, communicating progress regularly to end-users.
• Assists the Service Delivery Team in understanding the major business processes in order to efficiently fulfil all incoming enquiries.
• Responsible for the maintenance of IT documentation – Service Desk knowledge base ensuring all documented solutions to problems are accurate and timely.
• Comply with all company policies and procedures.
• Undertake any additional duties that are within your skill set and safe, including on call.

Professional Experience:

• The individual will have the following experience:
• Analytical, troubleshooting & communication skills.
• Ability to coach, mentor and motivate staff.
• Has worked in a high pressure fast paced environment.
• Time management and organisational skills.

Qualifications and Experience:

• 2+ years’ experience providing infrastructure and applications service desk support.
• Technical knowledge supporting Microsoft Windows, O365, Microsoft End Point, IT Peripherals, AD, Outlook and Citrix
• Working exposure of Service Management tools – JIRA Service Management tools and understands ITIL concepts.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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