Service Desk Analyst

Exciting opportunity in a growing multinational organisation.

About the business 

Axiom Technologies is a Melbourne based entity with a history of providing Managed IT solutions to medium to large scale enterprises globally. Please visit our website for more information about what we do at www.axiomtechnologies.com.

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisations desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

About the role

  • Coordinate processing of incoming calls to the Service Desk to ensure courteous, timely, and effective resolution of End User issues
  • Participate in major incident investigation, calls, and follow up activities
  • Monitor incident trends and anticipate potential problems for proactive resolution;  Ensure transfer of knowledge about new and updated services to Service Desk analysts
  • Process incoming calls to the Service Desk by giving support to End Users (approximately 70% of the time)
  • Provide strong governance of Service Desk activities by measuring analyst process compliance and performance metrics.
  • Work towards achieving the Service Level agreement with End Customer
  • Implementing service Improvement plan in Service Desk
  • Shift left of activities to perform L1.5/L2 related activities shared by the Infrastructure service team
  • Good Knowledge and O365 applications and troubleshooting skills.
  • Must be open to work in shifts as per the shift roster.
  • Knowledge with regards to Desktop Support and providing in-person assistance for all the Walk-in requests to TechBar
  • Knowledge of working in the Utility industry environment will be an added advantage.
  • Australian Driving license will be an added advantage for some travel needed for providing Desktop / Tech-Bar Support
Key Competency – Customer Focus

  • Seeks information about the real/underlying needs of the customers beyond those initially expressed and matches these to available products and services
  • Takes proactive steps to exceed customer expectations and add value – without unnecessarily hindering or putting pressure on self or Team’s area of work
  • Seeks customer feedback and acts on it
Job Requirements

  • Associates with valid work permit/visa to work in Canberra, Australia
  • Minimum commitment of 12 months to work as per the client Business hours and Out of office support
  • Previous Helpdesk (Voice Support) experience preferred.
  • Experience of using call logging software.
  • Excellent communication skills
  • Minimum of 4+ years of experience
  • Well versed with Australian culture and English proficiency
  • Strong knowledge of Microsoft based operating systems with an emphasis on Windows 10
  • Good Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
  • Good Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint, and Outlook.
  • Basic understanding of PC hardware set-up and configuration.
  • MCP/MCSE/CCNA certification would be desirable. But not mandatory
  • Should have a good understanding of infrastructure management processes; a good understanding of process frameworks like ITIL is needed.
  • Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to working in shifts.

Key Competency – Team Player


  • Willingly cooperates
  • Responds positively to requests for information and help
  • Understands how their own behavior impacts the work of the team and service provided to the customer
  • Puts in extra effort to meet team objectives when necessary
  • Responds positively when asked to work within a team

Experience in a similar role


4+  Years

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