Service Desk Analyst - Level 2

Long Description

The purpose of this position is to provide second-level incident and service request resolutions to ICT customers through the Service Desk, ensuring adherence to agreed service levels and maintaining exceptional standards of customer service and quality.

Key responsibilities will include:

• Ensuring the best customer experience by providing superior level of customer service at all times
• Providing an advanced level of technical and operational support to customers
• Support the Service Desk Level 1 team with enhanced technical capability and specialist skills in a mentoring role.
• Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified.
• Developing technical knowledge articles to support each customer’s individual requirements.
• Meet or exceed all internal KPIs

Australian Citizenship is required for this role. 

 To be successful in this role you will:

• Be able to work on a rotating roster
• Be able to gain a National Police Clearance

At NEC   

We foster an environment of energetic, motivated and passionate team members who take pride in creating their own successes; we take ownership of customer problems and are polite, friendly, patient and professional at all times. 

NEC is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islanders and candidates from culturally diverse backgrounds.