Service Desk Analyst

Resource Management Representative

• Fortune 100 cloud based blue chip organization
• 12 months contract opportunity- with a high potential to go permanent
• Training and laptop provided
• Offer: $400/day including super
• Location: Sydney CBD- hybrid work model

A resource management representative (RMR) is responsible for two primary areas. The assignment of incidents or cases to the support organization. The workforce scheduling of support teams.

Duties include: Act as the initial reviewer of arriving incidents for the determination of correct assignment group and categorization Work with tools, other dispatchers, team leads and managers to determine the best person to handle the incident Monitor incoming queues and transfer queues for new incidents and incidents that need to be reassigned Schedule technical resources on the Company Workforce Management portal Work with managers to build team schedules.

Responsibilities:

• Manage schedules: Setup, maintain, and monitor staff schedules
• Distribution of Workload: Dispatch workload evenly within and across teams, based on Service Level Agreements and Priorities
• Work closely with Management to ensure operational efficiency is maintained

Requirements:

• 2+ year’s working within a customer service environment.
• A good understanding of the ServiceNow platform is an advantage.
• Excellent written and verbal communication skills
• Demonstrated knowledge of technical systems & environments
• Ability to multi-task and has good organisation skills
• Works well under pressure

Service Desk Analyst role in Sydney – Apply now!

Please Note: Due to the nature of the role, Candidates Must be based in Sydney and must be Permanent Residents or Citizens to be considered for this role.

To apply, click the link and upload your current resume in Microsoft Word format only (.doc or .docx), or please send through a copy of your latest CV to Chaitra Advani at cadvani@welovesalt.com for a confidential discussion or to discuss other tech opportunities in Sydney.

We’re proud to have won the Best Mid-Sized Recruitment Company to Work For at the 2023 TIARA Recruitment Awards, and to have been finalists, for the second year in a row, in the Client Service and Recruitment Leader of the Year categories! At Salt, our mission is Creating Futures by putting our clients, candidates, partners, and team members at the heart of everything we do. We extend our sincere appreciation to everyone who has contributed to our continued success.

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