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IT Service Centre Analyst - 3 Months Temp to Perm

Position Title: IT Service Centre Analyst

Reports to: IT Service Centre Team Leader

Position Purpose: To be part of the IT Service Centre team focused on providing best customer service by being the first point of contact for all IT queries and issues. To provide first level issue resolution or escalate where needed

Location: Sydney CBD

Requirements:

  • Excellent customer service and communication skills (written and verbal)

  • Experience in a similar role with “hands-on” experience taking calls

  • Proficient in the use of Service Now or similar ticketing system

  • Demonstrate experience in dealing with customers in a professional manner, both on the phone and in person

  • Ability to operate effectively under pressure

  • Active Directory and Azure AD and Citrix

  • Working knowledge of Windows 2003/2010,

  • Office 365, Exchange Online, SharePoint Online and Skype 4 Business

  • MS Office Suite 2016

  • Service Management Tools – preferably ServiceNow

  • A good general knowledge of IT Infrastructure and Services

  • Able to work well with both in a team and without direct supervision – ‘self-starter’

  • Flexibility to operate in a shift environment (8.00 am to 7.00 pm local time) and available to work outside normal business hours if required

  • Formal qualifications/certification in IT Support, including Microsoft accredited programs

  • ITIL certified or have exposure

Key Challenges of the Role:

  • Varying workloads, sometimes high pressure

  • The scope of this role covers both the technology platform and business applications.

If you think you have all the required skills/experience and a CV backed up by references to prove it, please send your CV to Waqas Kidwai at waqaskidwai@future-you.com.au