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Australia - IT Service Desk Analyst

3 months ago

Saint Leonards, Victoria, Australia ISS Group Holdings Limited Full time

Who we are:


At Inchcape, our vision is to have a connected world, in which our customers trade successfully and make better decisions in every port, everywhere.

We use technology and our global network to help our partners connect to a smoother, smarter ocean.

Inchcape combines its worldwide infrastructure with local expertise through our global network of over 240 proprietary offices, across 60 countries and a team of more than 2,500 committed professionals.

Our diverse global customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors as well as naval, government and intergovernmental organizations.


We have an ambitious growth model and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience.

We embrace change and are open to new thinking and pushing for positive change in our industry.

Sound like the place for you?

About the role


Provides first and second tier IT technical support to internal staff including analysis, diagnosis and resolution of IT technical problems ranging from common to complex.

Work in a manner that improves the business' IT experience. Supports Inchcape's network and systems to ensure disruptions are minimized.

Main Responsibilities:

  • To provide first and second tier customer support; managing customer expectations in a satisfactory and consistent manner.
  • Through the use of various productivity tools and a disciplined approach to probleM/Fault diagnosis, help create a first class support response environment such that customer needs are met and their own productivity is enhanced.
  • Provide Regional Service Desk / Help Desk administrator functions to Resolve tier 1 and where appropriate tier 2 service calls, ensure closure and keep the customer abreast of progress throughout. Where necessary, escalate to the appropriate authority
  • Rebuild devices with OS and loading Inchcape IT packages to join Azure and Intune. Good knowledge on Azure, Intune, Exchange and SharePoint and OneDrive.
  • Required to upgrade memory and SSD in laptops when necessary.
  • Manage assets/inventory in our service desk system and Active Directory
  • Organize cabling and provide console access to routers and switches when required to assist our central Network team.
  • Utilize any defined processes and procedures to setup new customers (or removal of existing customers) ensuring all requirements are met including any security considerations.
  • Ensuring license standards are met according to SOP (Standard Operation Procedure)
  • Ability to travel at short notice and facilitate site IT support activities where appropriate.
  • Meet all SLA targets, taking proactive action where improvements can be made.
  • Maintain process and procedure documentation.
  • Be an active team member supporting region when needed by team member, while providing local and remote customer service
  • Physically setup workstation for local office staff and collect and store equipment when not in use
  • Carry out other responsibilities as necessary.
  • Assist in office IT contract renewal now with the help from our Indirect Procurement team.
  • Responsible for hardware quotation and ordering
  • A good communication skill with users and management

Selection Criteria

  • Experience with MS O365, Azure and Intune.
  • Working Experience in Service Desk Support
  • English Proficiency: Advanced Level

Benefits:

  • Opportunity to work for a global leader
  • Great salary package on offer
  • Internal Career growth & Opportunities
  • Supportive team culture
Why Inchcape Shipping Services?


We believe in building a diverse and high performing workforce, that works together to provide our customers with the exceptional service they deserve.

To reach the highest standards we depend on our people, their welfare, training, and expertise.

We realize the value of our staff and know that your unique experiences, skills, and passions will help you to build a rich and rewarding career in our dynamic industry.


  • Global Perspective_ we connect the world and see the bigger picture.
  • The Power of People_ __ we rely on the strength of local agent knowledge and relationships.
  • Progress_ _ we adopt new thinking and push for positive change in our industry.
Plus, much more

Inchcape Shipping Services is looking for people who are willing to think about the think big. We're looking for people who are ready to take on the most significant challenges of their careers.
- #ISSthebiggerpicture_

  • Inchcape Shipping Services is an Equal Employment Opportunity Employer and equality; diversity and inclusion are at the center of everything we do. We recognize that our customers, colleagues, contractors, and other partners are central to our success and that we work in a diverse society. We acknowledge not only our legal, but also our moral responsibility to ensure all groups have equality of opportunity._