Service Desk Analyst

The purpose of our Full Time IT Service Desk Analyst role is to ensure that our automotive client network of stores, warehouses and support offices across 400+ locations in Australia, New Zealand and South East Asia, receive 1st Level support for IT Services and Business Applications during our core business hours of 6am to 7pm, Monday to Friday.

Reporting to the IT Service Desk Manger, you will:

• Ensure IT Services are supported and maintained.
• Provide day-to-day 1st level IT Service Desk support to users via phone and IT Self Service Portal
• Record and update incidents and service requests utilising Service Now in alignment with SLA guidelines
• Monitor telephone queues and answer calls within SLA guidelines
• Provide first call resolutions to incoming calls where possible using knowledge base articles
• Identification and escalation of High Priority incidents as required

Mandatory Technical Skills:

• Microsoft Operating System support (Windows 10 & 11)
• Microsoft Office Application support
• User administration using Active Directory, etc.

Experience in the following areas would be advantageous:

• Delivery of support within an ITIL framework
• Applications deployed via Citrix
• Lotus Notes and Office 365
• Mainframe (ZOS) and PSeries (AIX) operating systems
• Retail Systems including Point of Sale equipment
• Warehouse Management Systems and Financial Systems
• Supply chain industries (retail, wholesale, distribution, transport)

To be successful in this role you will need to demonstrate the following:

• A positive and 'Can do' attitude to work
• Be a dedicated team player with high customer focus and excellent communication skills
• Some flexibility in working hours
• Be able to build and maintain positive relationships with other staff, users and suppliers
• Be able to work independently and to use initiative and judgement to solve problems effectively and achieve results

If that suits please apply through ad.