Service Desk Analyst

Service Desk Analysts are the first point of contact for our customers, therefore customer service is key. We are constantly looking for customer-orientated people to support a wide range of technologies, if you are interested to be a part of our talent pool, please apply.
Job Details
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Department: CenITex
Work Type: Fixed term - full time
Job Function: IT and Telecommunications
Classification: VPSG3.1
Work Location: Melbourne - CBD
Reference: VG/SDA_EOI
Closing Date: 07-Jul-2022
Salary Range: $72,751 - $80,545
Job Duration: N/A
Attachments: Service_Desk_Analyst.pdf (PDF, 190KB)
Key Selection Criteria

Contact: Talent & Resourcing Team
cenitex.recruitment@cenitex.vic.gov.au

Position Details

About Cenitex

We are a team of more than 500 people spread across various ICT and business areas. People are the key to the success of our organisation, uniting the best technology and the brightest talent to enable Cenitex to provide efficient, reliable ICT services and solutions.

Why work for Cenitex

Join Cenitex to help us provide technology solutions to the Victorian Public Sector so they can meet the needs of all Victorians. You can help shape the future of Cenitex with the opportunity to work with our customers across the public sector including all eight major Victorian Government departments, to best serve our Victorian community.

Cenitex is proud of its diverse group of employees with a unique mix of skills and talent. We believe diversity and inclusion enhances our workforce capability and workplace culture in delivering outstanding technology services and solutions for our customers.

About the Role

Service Desk Analysts are the first point of contact for ICT issue resolution and customer assistance. They provide important first level support (predominantly by phone, chat and self-serve request fulfilment) to ensure that customers can access and use their ICT systems. Cenitex operates within an ITIL aligned environment, providing technology and other information sources to enable our Service Desk Analysts to:

  • log incidents and requests
  • fix issues and complete first level trouble shooting
  • escalate problems to level two and beyond if required
  • track and follow-up with customers

Communicating information to customers in a timely, clear and concise manner is critical. Customer service, empathy, and a genuine passion for applying your ICT knowledge to support customers is necessary as you will partner with them to resolve technical issues. This requires problem-solving skills, professionalism, and the ability to communicate with others to achieve a positive outcome.

The teams at Cenitex are experts in their areas of specialisation and will ensure that you have the knowledge required across the technologies that you will support. Occasionally, there may be the need to provide on-call after-hours support based on a rotating roster, as well as participating in evening shift work.

About You

  • Must have excellent customer service skills and experience.
  • Ability to manage time and prioritise tasks in a high-pressure environment
  • Punctual, reliable and proactive nature
  • Work in a diverse and inclusive team environment
  • Previous experience working in an ICT Service Desk is desirable

Cenitex is a fast moving organisation and our analysts often have a lot of internal movement due to multiple internal opportunities. This is an expression of interest to fill these upcoming vacancies with different contract lengths.

To apply 

Complete the online application form and submit your cover letter and resume. 

Note: Applicants are not required to provide a separate document addressing the Key Selection Criteria. 

Successful interviewing applicants: 

  • May need to complete a video interview as part of the selection process 
  • Must provide their right to work in Australia 
  • Are subject to a National Police check at final stages of the process. 

You can contact our Talent & Resourcing team at cenitex.recruitment@cenitex.vic.gov.au for further information. Please note that applications will not be accepted via this email.


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