Service Desk Analyst | ASAP until December – likely extension | Penrose

About the role:

The experienced Level 1 & 2 Service Desk Analyst will provide first line support and excellent customer service to users contacting the ICT Service Desk by phone and email. You will have ideally previously worked for a Managed Service Provider.

Key tasks include:

• Provide first line support and excellent customer service to users contacting the ICT Service Desk.
• Receive and accurately capture requests for Support or Services. Analyse all requests and, where possible, resolve at first point of contact 
• Recognise when to escalate a request, and ensure that all troubleshooting information is included with the request details
• Monitor and follow up on referred and resolved calls to ensure the problem is resolved to the customer’s satisfaction.
• Develop knowledge articles and encourage the use of the Knowledge base
• Ensure that potential major incidents are discussed and communicated to Team Leader and Seniors with accurate information, and in a timely manner.

About you:

• 2+ years in a Service Desk / Help Desk roles
• Have worked for a MSP
• Be familiar with ticketing systems
• Wintel environment
• Office 365
• Active Directory
• Have outstanding communication skills

Please email us today to register & express your interest to be considered for this role!  

Candidates must have the legal right to work in New Zealand.

Please apply now, ideally submitting your CV in a work document.

REF: 102211

All applications will be reviewed, shortlisted candidates will be contacted.