Service Desk Analyst

Location: Sydney CBD, New South Wales Salary: competitive
Sector: IT Type: contract

Im Currently looking for a Service Desk Analyst for a large organization in the FMCG space starting with a 6 months (view to extend) contract based in Sydney CBD.

You will be joining a well established team and a fast paced enviroment so if this sounds good to you please read on.

Please see below some objectives of this position:

  • Provides a single point of contact for all IT related incidents and requests (in line with the ITIL framework)
  • Triages calls against core competencies to provide resolution or escalation to an appropriate resolver team
  • Ensures all interactions with consumers of the Service Desk services are logged, prioritise and classified in the call tracking system appropriately, and all troubleshooting steps are recorded
  • Provides updates to consumers of the Service Desk service on outstanding requests and/or incidents
  • Is a key participant in evolving the Service Desk service by reviewing processes and documentation to ensure best practises are realised
  • Completion of System access requests

Please see below Essential skills / experience needed for this role:

  • 1+ years' experience in a service desk, help desk or call center role in a medium to large Corporate environment
  • 1+ years' experience in supporting a Microsoft environment (Windows, Office, Active Directory, Exchange, Office365 etc)
  • Experience with prioritizing support tasks and monitoring outstanding issues
  • Strong remote troubleshooting skills using Citrix Shadowing, Remote Desktop support tools (VNC)
  • Practical, working knowledge of Enterprise Service Desk and Desktop technologies, including: Microsoft products (Windows, Office, SharePoint), Citrix, Mobile devices.
  • Working knowledge of Active Directory, Microsoft Exchange Administration and Office 365.
  • Practical, working knowledge of hardware peripherals and associated software such as printers, scanners, teleconferencing
  • Bachelor in Information Technology or similar degree
  • ITIL Certified
  • Qualifications / Certifications in relevant enterprise technologies (e.g. Microsoft)
  • Basic networking skills -networking concepts and IP addressing

If you are interested in the position please apply today and I will be intouch with you to discuss this role further.

For more information please speak to Jamie Hanlon at Progressive IT

To find out more about Progressive Recruitment please visit

Award Winner for:

Best Medium Recruitment Company of the Year by Recruitment International 2018

Training & Development Initiative of the Year by Recruitment International 2018