Service Desk Analyst

Emanate Technology has been engaged by a Government department seeking the services of a Service Desk Analyst to provide a high level of customer service and IT support.

Duties include, but are not limited to:

• Assisting with Incident management and request fulfilment for department staff
• Address and resolve basic incidents and requests received via phone, email and our ticketing systems
• Queue management via the department’s service management tool
• Win 10 and O365 System Administration
• Basic user training
• Application Support including Office 2016
• Knowledge Base Development
• Responsibility for compiling and troubleshooting issues before progressing to Tier 2/3 teams
• Other duties as directed by department representatives

Desired Skills and Experience

• Excellent verbal and written communication skills
• Ability to work collaboratively within and across teams
• Ability to quickly learn new processes and procedures.
• Interested in career development, Self- Development, training and furthering their career
• A passion for delivering excellent customer service
• Strong problem solving and troubleshooting skills with good attention to detail
• Ability to multi-task and manage priorities

A minimum baseline clearance is mandatory with NV1 or NV2 highly desirable.