Service Desk Analyst - Mid Level

Location: Sydney
Discipline: Project Services
Job type: Contract/Temporary
Contact name: Vasudha V R

Contact email: vasudha.v@interpropeople.com
Job ref: 897191
Published: 3 months ago
Job Summary:
We are seeking two dynamic and experienced Service Desk Analysts for a 12-month contract with a view to extend. The ideal candidates will have a strong background in technical support, ServiceNow expertise, and an understanding of retail technologies, including POS systems. This role involves providing frontline technical support, managing service requests, and creating processes and reports to improve operational efficiency. Candidates should be able to work in a high-pressure environment with professionalism and resilience.

Key Responsibilities:
  • First Point of Contact: Act as the first point of contact for user inquiries, troubleshooting, and resolving issues related to software, hardware, network systems, and retail technology (e.g., POS systems).
  • ServiceNow Expertise: Handle incident management, ticketing, and utilize various ServiceNow modules related to service desk operations.
  • Retail Technology Support: Provide technical support for retail systems, including POS systems, ensuring a smooth operation in high-pressure pub environments.
  • Process Improvement: Assist in creating and improving service desk processes and workflows to enhance efficiency.
  • Reporting: Generate and manage service desk reports to track performance and identify areas for improvement.
  • Customer Service: Provide exceptional customer service, managing complex issues with clear communication and professionalism.
  • Collaboration: Work closely with internal teams to manage large-scale projects or events requiring IT support.
  • Professionalism: Maintain professional behavior and composure under pressure, particularly when dealing with challenging situations in pub environments.
Required Skills:
  • ServiceNow Expertise: Experience with incident management and ticketing in ServiceNow.
  • Retail Technology Knowledge: Familiarity with retail technology systems, including POS, is highly preferred.
  • Process Creation: Ability to create knowledge base documents and contribute to service process improvements.
  • Reporting Skills: Experience with generating and managing reports to monitor service desk operations.
  • Strong Communication Skills: Excellent written and verbal communication skills are essential.
  • Ability to stay calm and professional under pressure.