Service Desk Analyst

Position Overview: As a Service Support Analyst, you are the frontline face of Engage and the primary point of contact for enterprise clients. Your mission is to provide an elite level of customer service by rapidly diagnosing technical incidents and orchestrating their resolution. The single most important outcome of this role is to minimize client downtime by ensuring every service request is triaged with precision, documented thoroughly, and resolved within SLA. You aren't just closing tickets; you are maintaining the trust of Australia’s most iconic brands through expert technical support. Team Context: Reporting to the Senior Manager Business Operations, you will work closely with our Technical Engineering teams and Client Service Desks to provide seamless support. Responsibilities include incident management and technical support, documentation and knowledge excellence, process improvement and quality. Requirements include: Technical Savvy with experience in computer systems, mobile devices, and cloud-based tech products; platform knowledge including CTI solutions such as Genesys Cloud, Verint Cloud, Amazon Connect and Bright Pattern; CRM experience (Salesforce, ServiceNow, Jira, Pega advantageous); ITIL v3 or v4 certification highly regarded; prior experience in a Contact Centre technology environment advantageous. Attributes: Analytical thinker, exceptional communicator, customer-obsessed, meticulous detail. Benefits include health and wellbeing programs, parental leave, performance recognition, and a hybrid work model offering remote flexibility.