Service Desk Analyst

We have an exciting opportunity for 3 Service Desk Analysts. Work from home or office-based—you choose! Must be willing to work flexible hours.

When you join Yempo, you’ll receive the following benefits:

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement
• Additional HMO dependents added each year of service
• 20 vacation days per year; 7 sick days
• Annual performance bonus and incentives
• Annual salary reviews and increases
• Free cooked rice, snacks and hot drinks
• Company polo shirts provided
• Fantastic and cheerful open-plan work environment
• Prestigious clients and highly professional and friendly co-workers

Our Client

In this position, you will be assigned to our client, an innovative, fast-growing, founder-run fast-food business. Established in 2006, they now operate over 200 restaurants in Australia and three other international markets. Embracing Latin culture, their contemporary restaurants and dedicated team continually strive to deliver a remarkable customer experience.

Your Responsibilities
We are seeking a skilled and customer-focused Service Desk Analyst to join client’s dynamic team. As a Service Desk Analyst, you will play a crucial role in delivering efficient and effective technical assistance to client’s internal employees and external customers, aligning with their company values. You will be the initial point of contact for end-users, demonstrating excellent communication and problem-solving skills to provide exceptional customer service. This role requires a strong technical aptitude, a passion for helping others, and the ability to thrive in a fast-paced, team-oriented environment
• Execute Perfectly: Act as the first point of contact for all IT-related queries and issues, ensuring prompt and efficient resolution or escalation to the appropriate support teams when necessary. Strive for perfect execution in every interaction.
• Make Every Customer Love Us: Provide exceptional customer service by actively listening, understanding end-users’ needs, and creating memorable experiences. Spread contagious smiles through your interactions.
• Be Real: Communicate openly and honestly, respecting others’ perspectives while expressing your thoughts. Take responsibility without making excuses and contribute to a culture of transparency and trust.
• Got Your Back: Collaborate with other IT support teams to escalate and follow up on unresolved issues, ensuring timely and effective problem resolution. Support and take care of your team members, fostering a culture of unity and support.
• It’s Up to Us: Embrace the future and dominate it. Continuously improve your technical skills and knowledge to provide the best support. Take ownership of your work and contribute to the success of the team and the company.

Your Background
• Previous experience in a service desk or technical support role, providing end-user support and troubleshooting.
• Solid knowledge of desktop operating systems (Windows, macOS) and productivity software (Microsoft Office Suite, Zoom).
• Familiarity with computer hardware, mobile devices, printers, and basic networking concepts.
• Strong problem-solving and analytical skills, with the ability to quickly diagnose and resolve technical issues.
• Excellent communication and interpersonal skills, with a customer-centric approach and the ability to spread contagious smiles.
• Proven ability to work effectively under pressure in a fast-paced environment, managing multiple priorities and meeting deadlines.
• Experience working with IT service management tools and ticketing systems is essential.
• Relevant certifications such as ITIL4 Foundations is essential.
• The role will be subject to taking a part in a 24 x 7 coverage rostering pattern.

Nice to Have
• Familiarity with POS Hardware and Software
• Relevant experience in Customer Service, and the QSR industry

Disclaimer for Salary Ranges – Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.