Senior Service Desk Analyst

On behalf of our client Coates Hire we are advertising for the post of Senior Service Desk Analyst.

Coates Vision and Values

Our vision is to be the market leader in safe, smart and sustainable equipment solutions, and our Strategy is our plan for the growth and transformation at Coates which sets out our strategic objectives, values and goals.

The Senior Service Desk Analyst is a point of escalation and mentor for junior team members and is accountable for the management of the team rosters and ticket management.

• Lead our uncompromising Safety-First culture throughout the organisation and customer relationships.
• Responsible for the weekly management and co-ordination of the roster planning to ensure resourcing in the Service Desk is sufficient as per the service levels and business requirements, considering annual & personal leave and ensuring day to day operational escalations from Coates end users are addressed.
• Monitor & review dashboards and queues daily to ensure that resourcing is adequate and responsible for the re-assignment of tickets that are nearing an SLA breach, including the weekly operational reporting.
• Raises problem tickets based on common identified incidents, encourages team to proactively raise concerns regarding reoccurring or common incidents and influencing the Problem Management process to reduce outages.
• Ensure the Service Desk provides a high level of support to all end users.
• Actively contribute to a culture of customer centricity and continuous improvement by providing input to improving procedures and technical resolutions. Accurately records ticket notes and incident notes as appropriate and required; capture all actions taken by the team accurately within ticket notes; All tickets must have timely up to date status information and keeping customer always informed as to the status of their issue.
• Identify and escalate situations requiring urgent attention, providing a clear description of the incident and steps taken to resolve the issue, communicating progress regularly to end-users.
• Assists the Service Delivery Team in understanding the major business processes in order to efficiently fulfil all incoming enquiries.
• Responsible for the maintenance of IT documentation - Service Desk knowledge base ensuring all documented solutions to problems are accurate and timely.
• Comply with all company policies and procedures.
• Undertake any additional duties that are within your skill set and safe, including on call.

• Analytical, troubleshooting & communication skills.
• Ability to coach, mentor and motivate staff.
• Has worked in a high pressure fast paced environment.
• Time management and organisational skills.

• 2+ years' experience providing infrastructure and applications service desk support.
• Technical knowledge supporting Microsoft Windows, O365, Microsoft End Point, IT Peripherals, AD, Outlook and Citrix
• Working exposure of Service Management tools - JIRA Service Management tools and understands ITIL concepts.

Salary: AUD 90000 per annum