Service Desk Analyst
About the Company: Lifeline Australia is a National Charity providing all Australians experiencing a personal crisis with access to 24-hour Crisis Support and Suicide Prevention Services. Lifeline is Australia’s largest suicide prevention service with over 40 centres around the nation. There are over 10,000 volunteers and 1,000 employees working to ensure that no person in Australia has to face their darkest moments alone.
Along with community services, Lifeline aims to deliver digital services to Australian people in crisis, wherever they might be and in the mode in which they are most comfortable accessing support. Each year, Lifeline receives almost 1 million contacts from people in crisis. About the Role: The purpose and key focus of the role is to be the first point of contact for the Technology Services (TS) team, providing excellent customer service in logging queries and providing first class resolution skills to all requests sent to Lifeline’s Service Desk as provide 2nd level requests t members within the team as per direction of the Service Delivery Manager.
The TS team is responsible for the operation and continuous improvement of Lifeline’s tech infrastructure and end user computing environment. TA is a a key team providing the tech fundamentals that enable all Lifeline teams to create and exceptional experience for every stakeholder. Role responsibilities: Providing first class support for Lifeline network of centres Ensuring good governance and responsible management of relevant resources Development and execution of tactical technology plans supporting the strategy of Lifeline Australia.
Show leadership in the application of infrastructure and end user computing for business enablement Promotion and contribution of a collaborative and integrated approached to infrastructure and end user computing investment across Lifeline. Establish and maintain key relationships with Lifeline stakeholders such as customers, peers, vendors etc. Creation and maintenance of production support and other internal documentation Use the established processes and procedures to perform job role duties Development of content and project work Be available for on-call rostering and travel to Lifeline Centres as required.
Comply with all WHS legislative requirements Must haves: Amazing, proven experience in Customer Service with ability to demonstrate these skills 2 years’ experience in a customer facing technology role Prioritisation and multitasking skills to rank competing tasks Great communication skills primarily over the phone and via Service Desk tool Experience with Windows 10 Experience in a contact centre support environment Nice to haves: Administer telephony accounts into Cisco Unified Call Manager for similar system Experience in: Active Directory Users and Computers, Cisco Finesse, Cisco Call Manager, 365 Administration Portal Benefits: Competitive remuneration Have a real impact on society working for Lifeline Australia Lots of variety....