Senior Service Desk Analyst

Job Description

BESIX Watpac is seeking a Senior Service Desk Analyst to join our Information Technology team, based in our head office in Fortitude Valley (walking distance to the Valley Train Station). You will be a key resource providing exceptional delivery of IT operations and service to improve business outcomes.

The key responsibilities of this position include :

• Provide first, second and minor third level support and handling of IT incidents and service requests including installation, configuration and deployment.
• Perform first level technical and desktop support for overflow calls and tickets to support the Service Desk team.
• Respond to complex technical problems and resolve incidents escalated from Service Desk team.
• Work closely with the Service Desk Team Leader on opportunities for improvements within the team
• Train staff on the use of hardware, software and remote access used throughout the business.
• Create and maintain Service Desk documentation for both IT and end-user use.

Qualifications

The incumbent in this role will require the following qualifications and experience :