IT Service Desk Analyst II

Overview

Provide day-to-day technical support to employees for a range of hardware and software systems, diagnosing and resolving their problems, queries and complaints.

What you'll do

• Respond to and diagnose user problems through discussion with users, including troubleshooting, fault rectification and problem escalation.
• Provide effective and timely resolution of users' problems, queries or complaints.
• Assist in hardware and software evaluation and recommend upgrades or improvements to IT infrastructure.
• Develop own knowledge, share best practice and develop relevant or appropriate solutions.
• Continuously improve day-to-day activities and processes.
• Work independently within set frames and follow set course, fully proficient in executing established standards.
• May act as formal team leader of more junior co-workers and set day-to-day operational objectives.

What you'll need

• Knowledge typically acquired from a professional or university degree.
• Approximately 1-2 years of practical professional experience in a particular area.