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Job Summary: SAI Global is currently hunting for an experienced Service Desk Analyst to be based in our Sydney office.

Job Details: As a Service Desk Analyst, your focus is to serve as the first point of contact for customers seeking technical assistance, providing support over the phone, through e-mail, IM, in person and remotely. You will have some knowledge and/or experience in IT Service Desk, excellent communication skills with a strong client focus and want to take ownership of user problems and be proactive when dealing with user issues.
You will be required to have a strong knowledge of Microsoft based operation systems with emphasis on Windows, Active directory and Remote Access Support. Having experience working in an ITIL environment would be advantageous.
Responsibilities:
Log all calls in the Service tool, assigning incidents and requests to the relevant queues
1st Level response to enquiries from clients and help them resolve hardware or software problems
Receive, log and escalate Incidents and service requests as a first point of contact for the Service into Service Now Call Logging system following agreed procedures.
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Allocate more complex calls to the relevant IT Support member.
Arrange for external technical support where problems cannot be resolved in house.
Liaise with team members and the Service Desk Team Leader to identify appropriate levels of escalation where necessary.
Communicate courteously and effectively with non-IT and IT specialists alike to ensure customer and service level standards are met successfully.
Assist as a member of the team in the development and maintenance of the service desk application, Service Now, liaising with team members to keep up to date with knowledge about the use of defined tools, templates and standards.
Undertake training and development where necessary to maintain awareness of new and emerging technologies.
Ideal Candidate
Excellent telephone manner.
knowledge of Windows 7, 8 and 10, along with Office 2013 and 365
Active Directory experience creating and removing accounts, resetting passwords
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Basic understanding of PC hardware set-up and configuration.
Understanding of ITIL approach to IT service management
What Next?
To take advantage of this opportunity click 'Apply'

SAI Global is a recognized leading provider of integrated risk management solutions, assurance, and property services. We help organizations protect their brands by proactively managing risk to achieve business excellence, growth, sustainability, and trust.

We have a history rich in the development of innovative business solutions, and today this tradition of innovation continues with industry-leading products and solutions in our core business areas of risk management software, standards aggregation, regulatory content, ethics and compliance learning, risk assessments, certification, testing and audits.

SAI Global acquired BWise from Nasdaq in 2019. The combination of BWise’s award-winning risk management, internal audit and regulatory compliance platform with SAI Global’s industry leading SAI360 risk and compliance solution will create the most complete integrated approach to risk management in the marketplace.

For more information, visit our company site at www.saiglobal.com or our career site.