Job Description

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Service Support Analyst

Advertiser: Penguin Random House3.7 out of 53.7 overall rating (24 employee reviews) More jobs from this company

Job Information

Job Listing Date
28 Nov 2018
Location
Melbourne, CBD & Inner Suburbs
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

Service Support Analyst

At Penguin Random House Australia, we strive to be the best home for our authors and people, the most service oriented partner for our customers and to put readers at the centre of everything we do.

We are currently on the lookout for a Service Support Analyst with exceptional communication skills to work in our Docklands office.

Working within a close knit team you will be the primary point of contact for users when there is a service disruption or service request. You will be engaging with all levels of staff ensuring that requests that are logged to the Service Desk are responded to and resolved within agreed service levels.

Qualifications and/or Experience:

  • A minimum of 12 months experience in a level 1+ Service Desk role
  • ITIL v3 Foundations Certification and practical ITIL process experience
  • Technical skills sufficient for remote support of end user devices and first level application support
  • Exposure to a Windows environment
  • Excellent communication skills, both written and verbal
  • Customer service focused with excellent stakeholder management skills
  • Exposure to a Mac environment (preferable)
  • Exposure to ServiceNow (preferable)

If you have a passion for providing excellent IT service support, have all of the skills and experience required, and are looking for a long term career in one of Australia's most iconic organisations, then apply today.

Please note that due to the number of applications only those applicants shortlisted will be contacted.

At Penguin Random House Australia, we strive to be the best home for our authors and people, the most service oriented partner for our customers and to put readers at the centre of everything we do.

We are currently on the lookout for a Service Support Analyst with exceptional communication skills to work in our Docklands office.

Working within a close knit team you will be the primary point of contact for users when there is a service disruption or service request. You will be engaging with all levels of staff ensuring that requests that are logged to the Service Desk are responded to and resolved within agreed service levels.

Qualifications and/or Experience:

  • A minimum of 12 months experience in a level 1+ Service Desk role
  • ITIL v3 Foundations Certification and practical ITIL process experience
  • Technical skills sufficient for remote support of end user devices and first level application support
  • Exposure to a Windows environment
  • Excellent communication skills, both written and verbal
  • Customer service focused with excellent stakeholder management skills
  • Exposure to a Mac environment (preferable)
  • Exposure to ServiceNow (preferable)

If you have a passion for providing excellent IT service support, have all of the skills and experience required, and are looking for a long term career in one of Australia's most iconic organisations, then apply today.

Please note that due to the number of applications only those applicants shortlisted will be contacted.

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