The role of the Service Desk Analyst is to support the effective functioning of the Health Clubs division’s information technology network, applications, and desktop equipment through incident, problem and service request management.
Receive and log requests for support from business users or other service staff and/or users in the IT Service Delivery toolset; investigate problems and other requests for support and determine appropriate actions to take; prioritise requests in accordance with agreed service level criteria; escalate incidents to appropriate internal departments or third party vendors.
Providing application support and maintenance on Fitness First, Goodlife and Hypoxi business facing systems, by becoming a subject matter expert on the use of all aspects of these systems and applications
Delivering support to business users of Goodlife and Hypoxi by investigating, resolving and escalating any application errors and queries.
Working with the Service Desk Lead in identifying and proposing application system changes, better uses, enhancements and liaising with appropriate vendors, users and the wider IT team.
Proactively monitor applications and systems in the Health Clubs stack by regular monitoring of the report suites. Note any problems and identify performance trends. Plan corrective action to improve performance and to avoid problems arising
Assist in the monitoring and maintenance of the information technology infrastructure.
Supporting Desktop services for Windows PC and ensure the appropriate operation of the core applications:
Google Apps for Work suite
L1 SD Analyst will mainly be handling phone calls and L1 support for Goodlife employees/staff
Tasks include basic troubleshooting and support for Active Directory services (password resets, creation of users, etc.), software installation, Google Applications, and training of users
Document work through the relevant toolset; take part in team meetings and standups; and assist in presenting issues and solutions both orally and written
Proactively meet the ticket closure/resolution rate as required by the business
Other duties as required.
Respond to request for technical assistance via phone or email and diagnose and resolve technical hardware and software issues
Provide user support and customer service on company - supported computer application and platforms; troubleshoot problems and advise on the appropriate action
Monitor and respond quickly and effectively to requests received; Ability to identify and organize tickets according to priority and forward tickets to engineers and techs
Maintain user authentication and ticketing system and respective logging for remote access and perform routine audits
Report issues to Service Desk Level 2 support for escalation
Stay current with system information, changes and updates and research questions using available information resources
Able to react to change properly and handle other essential task as assigned
Must have advanced knowledge of Active Directory (Group, policies, etc.)
Working knowledge of Google Apps for Work suite preferred but not required
At least 2 – 4 years’ of working experience in a similar position
Thorough knowledge of Windows desktop operating systems
Sound knowledge of LAN/WAN hardware infrastructures and environments.
AU experience is highly desired
Excellent analytical and problem solving skills.
Excellent Communication skills, both written and verbal
Ability to liaise with team and internal customers.
Ability to work confidently unsupervised.
Must be a degree holder
How to Apply:
Send in your resume to email@example.com