Service Desk Analyst

ASG Group

Due to our continued growth in the Managed Services space we are looking to engage the services of multiple Service Desk Analysts.

  • Utilise your excellent customer service skills to support our valued clients
  • Respond to phone, email and event alerts within defined SLA's
  • Permanent position within a supportive team environment and a great team culture
Who we are:
ASG are a leading IT solutions provider with global reach. Our capabilities span across complete digital transformation. We are customer focused. We are adaptive & we are not afraid to do things differently - but our focus is constant – we drive business outcomes, so our clients achieve their results.
Our values encompass initiative, accountability & grit. Do you own your own outcomes? Do you want to work alongside people who do the same? We want to hear from you.
This opportunity:
Due to our continued growth in the Managed Services space we are looking to engage the services of multiple Service Desk Analysts to join the Managed Services Team to support the technical & commercial commitments of our growing client base. 
The position asks that you operate under limited supervision, exercising independent judgement. This role will have responsibility of providing after hours services to our chosen customer base so will require you to be willing to work on a rotating 24/7 roster which you will be compensated for. 
  • Responding to phone, email, and event alerts within the defined, contractual SLAs
  • Achieve a high level of customer satisfaction through a high quality of service and accuracy in following of processes and procedures
  • Correctly identifying Priority 1 and 2 incidents and act on them in relation to major Incident Management processes
  • Using knowledge (own and group), remote troubleshooting tools and reference databases to resolve incidents remotely
  • Keeping customers updated
  • Contributing to Knowledge Management
Your technical skills:
Demonstrated experience in a similar role or in a customer service environment
  • Customer Service focused
  • Ability to multi-task under pressure
  • Collaborative approach to work
  • Knowledge of ITIL (certification highly desirable)
Who you are:
  • Australian Citizen with ability to gain a Federal Government Security Clearance
  • Strong stakeholder engagement & management skills
  • Career focused & determined
  • Customer & results driven
  • Adaptable & thrive in constantly evolving environments
  • Strong communication skills
What’s in it for you?
This role will give you the freedom to be creative and bring the ASG brand to life. You will have the opportunity to work on diverse and challenging work while having the flexibility to juggle what’s important to you with work. Apply now to be considered for this great career opportunity.
At ASG, we are strengthened by bringing together ideas from a diverse and inclusive workforce. As an equal opportunity employer we are always looking to create employment and career development opportunities for all our people. We value our collaborative culture and work together to support a variety of community organisations and social issues.
Your application may be shared throughout the wider ASG Group of companies. Please inform us if you do not consent.