Service Desk Analyst - #310993

Who We Are

Programmed is a leading provider of staffing, maintenance and facilities management services across a range of industries. Working with us means you will become part of the Programmed family: a company that encourages career development, supports flexibility and cares about your personal wellbeing and safety.

The Role

We currently have an immediate opportunity for Service Desk Analysts to join our team based in Auckland and Melbourne.

As part of the Service Desk team, you will be working in a fun, energetic team to provide support for our staff including end-to-end incident and service request management, 1st level support activities and remote support including software distribution and User Administration tasks.

The role of an Service Desk Analyst is to provide a single point of contact through which all end user requests and incidents are processed in a way that yields high end-user satisfaction, whilst building a great reputation for the ICT department across the company and at the same time minimizing the cost of service delivery.

Key Responsibilities

• Receiving and recording calls from end users & keeping users informed of ticket status
• Assisting with the usage of all ICT hardware, software and network systems
• Accepting reports of equipment failure and initiating action to get the equipment replaced or repaired
• Classifying and attempting First Contact Resolution(FCR) for incidents
• Accepting requests for service and managing the requests to satisfactory completion
• Coordinating the efforts of resolvers and 3rd parties to solve incidents as a Single Point Of Contact(SPOC) for end users
• Producing documentation (routing and resolution scripts) based on lessons learnt and trend analysis of tickets to increase the FCR rate
  
  

Skills And Experience

• Experience with Microsoft Office applications a must!
• A technical qualification in IT, MCP and ITIL Foundation (or higher) qualifications would be well regarded.
• Previous experience on a busy, customer focused service desk is desirable.
  
  

This is a great opportunity to work with a highly experienced close-knit team, who support each other to achieve outstanding customer service for our employees. Your opportunity for a long term IT career with Programmed starts here!

Employee Benefits

• Long term career potential
• Paid parental leave and great discounts with selected retailers
• An Employee Assistance Program, which incorporates a tailored wellbeing initiative