Job Description This is an exciting career opportunity for a Service Desk Analyst to join our Technology Engineering team where you will be the first level of support for any IT related matters across the NRMA Group.
There is a strong focus on delivering exceptional service to our internal customers and ensuring tickets are resolved within the agreed service levels.
The Service Desk Analyst is to ensure all the required triaging is complete and captured before escalating any IT related matters to the relevant group.
Key responsibilities: Respond to all phone calls and tickets raised in the ITSM systemEnsure all tickets include all required information and escalate any tickets that cannot be resolved at first levelUpdate customer of current status of support issuesProvide setup and support to end users including laptop/desktop, mobile phone and tabletsResearch and provide information on technology issues to the teamMonitor application performance and investigate failures and exceptionsProvide regular status update of daily operationsCreate and update knowledge base, FAQ and procedures related to systems, services or applicationsWhat You'll Bring: 2 years' experience in providing technical support to a broad range of users in the corporate environmentSuccessful completion of an ITIL Foundation or equivalent certificate level qualification (preferred but not essential)Intermediate to advanced understanding and skills with Office 365 applicationsExperience in supporting Avaya phone system; Microsoft Azura; Microsoft 365 certification and Jira Service Management (preferred not essential)Good analytical skills combined with the ability to troubleshoot and resolve technical issuesDeveloped written and verbal communication skillsHigh degree of organisation and time management skills with the ability to prioritiseWhat's in it for you? Progressive flexibility and well-being benefits to balance all of life's prioritiesTravel discounts on car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts.Complimentary myNRMA membership including discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much moreDiscounts on all NRMA insurance products including car, home & travelOpens the door to other opportunities across the NRMA GroupAt the NRMA inclusion and diversity are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees.
Successful applicants will be required to complete pre-employment checks.
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