Service Desk Analyst

IT Service Desk Support

As part of AKG (Angus Knight Group), we are a national organization that delivers essential services in employment, health, and training services. We deliver proven solutions to support individuals, businesses, and the Australian Government achieve outcomes that benefit the community.

Join our vibrant and cohesive IT Division, where you'll have the exciting opportunity to be integral in providing the link between the Service Desk and Level 3 support teams.

You would be joining a team:

• Which is diverse, supportive and respectful
• Where knowledge, ideas and enthusiasm are well received
• Where your colleagues are passionate about providing exceptional service and delivery to their stakeholders

The opportunity:

• Be the first point of escalation, ensuring quality information is delivered to internal teams and providing advanced troubleshooting and advice to Service Desk Officers
• Monitor trends, handle problem tickets and work through to ensure high levels of customer service
• Manage the inbound call queue ensuring agent availability is high and average handling times are met
• Ensure ownership is demonstrated to instill confidence in customers
• Provide detailed information and work towards solutions in regards to incidents and service requests

About you:

• Someone with the ability to question and analyze and provide solutions
• Solid technical background with an ability to give instructions to a non-technical audience
• Ability to read and comprehend a range of reports, plans and correspondence
• The ability to prioritize and execute tasks in a high pressured environment
• Relevant degree and leadership experience in a Service Desk environment
• Due to contract requirements, applicants will need to be an Australian Citizen or Permanent Resident

Diversity and Inclusion:

We are proud to hold the Workplace Gender Equality Agency (WGEA) Employer of Choice Citation and be a recognized Disability Confident Company.

At MAX, we value diversity – in the backgrounds, ideas, work styles and perspectives of our team. We strongly encourage people with disability, Aboriginal & Torres Strait Islander people, mature aged workers and people from culturally and linguistically diverse backgrounds to apply.

We adhere to the National Principles for Child Safety and require all team members to be committed to child safety and well-being. Our induction and training will provide you with these principles, including having an understanding of children's developmental needs and culturally safe practices.

Next steps:

Please click "apply" to find out more about the role. If you require an adjustment to the recruitment process for reasons of equal opportunity, please call a member of our Recruitment Team on 07 3727 1306 or email max.recruit@maxsolutions.com.au before you submit your application.