Service Desk Analyst

Sydney · New South Wales · Sydneymid

Customer SupportOtherService Desk Analyst

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Quick Summary

Overview

BVN is seeking applications from exceptional Service Desk Analysts to join our Sydney Studio. The IT Service Desk Analyst is responsible for being the first point of contact for the Technology Team.

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Customer SupportOtherService Desk Analyst

BVN is seeking applications from exceptional Service Desk Analysts to join our Sydney Studio.

The IT Service Desk Analyst is responsible for being the first point of contact for the Technology Team. The role is to provide 1st line IT support to BVN staff, within Australia and overseas. The role demands high standards of customer service, a willingness to provide excellent IT support, and the agility to work in a fast-paced environment.

The IT Service Desk Analyst will reside in the IT Operations Cluster within the I+DT Team. The cluster’s vision is to:

Provide business as usual Technology support services across the entire practice, to meet demands, as and when they are required, and in line with BVN’s ‘one Studio’ approach.
Deliver Technology projects (as part of a project team) as required.
Seek to initiate projects with a view to reducing the amount of reactive work carried out.
Change the way the Technology support service is perceived, the type of support we provide, and why we provide it.
Align with the needs of our colleagues by increasing consultation, communication and collaboration across the entire practice.
See things through other people’s eyes to help us redefine the service that we provide.

Responsibilities

~1 min read

→To be the first point of contact for all Technology incidents and requests.
→Provide 1st line IT support to BVN staff in line with business requirements.
→Carry out basic troubleshooting.
→Monitor and respond to incoming support requests (incidents and requests) and triage them as relevant.
→Provide a high level of customer service.
→Communicate and collaborate effectively with the rest of the Operations Cluster and wider Technology Team.
→Follow documented procedures and create documentation as relevant.
→Ensure that cover is provided on the IT Service Desk at all times during core hours.
→Provide technical support for studio events, which may occasionally require flexibility outside of standard working hours
→Maintain and update IT asset records, including tracking hardware allocation and license management

Ensure all support requests are logged.
Ensure all support requests are assigned.
Ensure 1st line support requests are dealt with in a timely and professional manner.
Highlight support trends (problems) to the Infrastructure Manager and CIO.