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Service Support Analyst

3 months ago

North Sydney Council, Australia Penguin Random House Australia Pty Ltd Full time

At Penguin Random House Australia, we strive to be the best home for our authors and people, the most service-oriented partner for our customers and to put readers at the centre of everything we do.


We are currently on the lookout for a Service Support Analyst with exceptional customer service skills to work in our Sydney office in North Sydney.


Responsibilities:

  • Reporting to the Service Delivery Manager in Melbourne and primary contact for IT Service Support in our Sydney office and form part of a team working across multiple locations.
  • First point of contact for users when they have a service request or when they are experiencing a service disruption.
  • Responsible for ensuring that all requests are logged to the Service Desk and are responded to and resolved within agreed service times.
  • Engaging with end users across all levels of the business and respond to requests via phone, chat, the selfservice portal, remote support tools or other automation solutions.

Qualifications:

  • This role would be perfect for an IT graduate looking to make a great start to their career, or someone with 12 years' experience in a level 1+ commercial serviceoriented role.
  • Exposure to a windows environment and ideally ITIL Foundations Certification. Exposure to a Mac or ServiceNow environment would be beneficial but not essential.
  • Confident and comfortable working autonomously
  • Friendly and serviceoriented attitude.
  • Prefers to work around people as this role is officebased role only.


Penguin Random House is committed to providing a workplace and culture that values diversity and inclusion across all levels of the business.

We recognise and acknowledge the contribution of people with diverse backgrounds, experiences and perspectives.

This includes, however is not limited to, differences in gender, age, disability, ethnicity, religion, sexual orientation, family status and disability.


Company:
Penguin Random House Australia Pty Ltd

Country:
Australia

State/Region:
New South Wales

City:
North Sydney

Postal Code: 2060

Job ID:260658