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 all Fitness and Lifestyle Group 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 Fitness and Lifestyle Group 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 Fitness and Lifestyle Group 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
Active Directory Services
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.
Acts as escalation point for Level 1 support; escalation point for the Knowledge Base and external Level 2 (third party)
Ensure that each reported incident is resolved in a timely manner, tracked according to standards and escalated to correct SMEs
Work independently within established policies and procedures, communicate problem resolution and additional information to customers, support teams and other IT support groups
Responds to customer inquiries concerning system software and applications and able to communicate technical problems in a non - technical manner, to customers with varying level of technical expertise
Provides technical support to customers on installations, usage or maintenance of company products to ensure that the system is functioning according to specifications
Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved
Assist in creating technical documents and training materials
Provides work direction, problem resolution, and training to other technical support personnel
Additional responsibilities as required
Perform installation, troubleshooting, configuration and upgrades of hardware and software on workstations and servers
Resolve connectivity issues utilizing various reporting and monitoring tools
Set and loads computer equipment with required items and prepares computer equipment for operation; Manage PC setup and deployment for new employees or assist with onboarding of new users using standard hardware and software (install, test and configure new workstations)
Identify deficiencies and escalate risks and proposes innovative solutions to address the issue or problem
Must have advanced knowledge of Active Directory (Group, policies, etc.)
Working knowledge of Google Apps for Work suite preferred but not required
At least 3 – 5 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.