Service Desk Analyst

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

POSITION PURPOSE

To provide an effective and efficient Service Desk service as a central point of contact between our Internal and External customers and the Information Services for the reporting and resolution of Incidents and Service Requests

Key accountabilities

Call Management:
•    Call logging, classification, prioritizationand assignment
•    Case Management

Incident & Request Management:
•    Resolution of Incidents
• Fulfillment of Service Requests
•    Provide user notifications and general announcements upon service degradation and outages (planned & unplanned)
•    Update the service management system upon changes made to Configuration Items (CIs)

Systems Operations:
•    System Health Checks
•    Perform Systems or Business
•    Applications monitoring Tasks

Knowledge Management:
•    Contribute knowledge management articles to IS portal(s) for User and Technical Support

Customer Relationships:
•    Respond promptly to any issues that directly impact the customers experience
•    Ensure a friendly, open, professional manner is maintained always.

Administration:
•    Generate and analyze required metric reports
Assist with the communication, managing compliance with and maintenance of IDP’s IT Policies and Procedures

Required experience

WHAT WE'RE LOOKING FOR
•    Minimum 3 Years of experience in effectively working on a company Service Desk an in involving Co-ordination and Interaction with business users via different mode of communication.
•    Have working experience in rendering Application Support not limiting in
•    Identify, Evaluate, Prioritize and Resolve user requests and issues.
•    An IT undergraduate degree from a recognized college or university
•    ITIL Certification at Foundation level
•    Strong understanding of Window 10 Operating Systems
•    Strong understanding of Microsoft Office 2016 Client and Web Access
•    Experience in Supporting Office 36, SharePoint, One drive, MS Teams
•    Basic understanding of Microsoft Active Directory and Microsoft Exchange
•    Solid PC networking concepts understanding
•    Installation and configuration of PC peripherals
•    The ability to troubleshoot and resolve desktop issues
•    Analytical & Problem-solving Skills
•    Strong and fluent communication skills in English (verbal and written)
•    The ability to both takes direction and work independently in a fast-paced environment
•    Strong time management and the ability to manage shifting priorities
 
Willing to support a 24x7x365 work environment with 8.5-hour rotational shift and rotational week off