Systems Analyst

4 months ago

Hawthorn East, Australia Coles Group Full time

We've been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you'll not only get to make a difference to millions of Aussie lives—you'll also get to see your impact.

**About the team**

Technology is the backbone of our business. Every day, our teams solve complex problems, the solutions help thousands of our fellow team members succeed and makes millions of customers’ lives easier.

**About the role**

This role of a **Systems Analyst **sits within the Coles Technology Services and Commercial function.

In this role you will be part of a team responsible for all relevant End User technology support in a timely manner adhering to set SLA’s. You will also provide hands on customer technical support requiring exceptional customer service skills.

You will provide face to face, over the phone, in person mytech bar, and remote IT support to our internal above store customers across the organisation.

**Your **key responsibilities will include**:

- Monitor, troubleshoot and resolve Incidents escalated to the EUC 2nd Level Support queue.
- Provide technical expertise and advice to end users.
- Manage the EUC 2nd Level incident, Problem and Request queues in line with agreed SLA’s and according to ITIL Service Management best practises and Coles IT Service Management processes.
- Escalating Incidents to the EUC 3rd Level and other Coles technical support teams when required.
- Work independently and as part of a team.
- Strong focus to drive elimination / reduction of incidents.
- Strong focus on governance and the ability to define and work with a clear focus.
- Perform aspects of implementation, testing and support of EUC infrastructure.
- Strong focus on and adherence to organisation processes and security protocol.
- Assist on the Coles mytech walk-up bar and provide face to face IT Support.
- Adhere to all interaction, incident and request logging procedures and governance when dealing with customers.
- Provide technical standards writing.
- Write Technical documentation.
- Update existing Level 1 Support and internal EUC knowledgebase articles.
- Stay up to date with emerging technology Trends and how Workplace Technology services are being delivered. Manage time to allow for innovation and experimentation in the team to deliver optimised and innovative solutions that solve end user incidents.
- Working closely with other teams within Workplace Experience and support to improve services and solve incidents.

**About you and your skills**
- Demonstrated experience in supporting enterprise-based end user computing infrastructure in a large scale, complex distributed business environment.
- Experience working in an IT Support role, adhering to ITIL fundamentals and strict SLA’s.
- Experiencing using an IT Service Management Tool.
- Demonstrated time management and prioritization skills.
- Customer Service mindset
- understands the role Technology Support plays in Employee Experience.
- Maintain high levels of customer service.
- Strong written and verbal skills.
- Technical and End User Knowledge Base writing skills.
- Proven technical understanding of the relevant technologies.
- Demonstrated experience in maintaining root cause analysis of enterprise-based end user computing in a large scale, complex and distributed business environment.
- Growth mindset
- someone who shows passion for technology and delivering innovation in their services. Someone who is always on the lookout for how things can be done more efficiently, differently and embraces new ways of working.
- Experience building strong cross functional relationships with other technical teams. Interacting with junior and senior technical teams.
- Demonstrated experience and understanding of technology trends and issues.
- The role is responsible for the delivery, ongoing management and support of the following end user devices and technologies:

- Thin Clients and CITRIX Apps and VPC’s.
- Mobile devices.
- Video conferencing.
- Apple MacBooks.
- O365 and M365 platforms.

**Commercial Skills and Qualifications**
- ITIL certification.
- Expertise in Windows, Mac, iOS, Android OS platforms, including strong troubleshooting skills.
- Experience within the ServiceNow/ITSM toolset.
- Critical thinking, analysis and out of the box thinking to develop strategies to overcome challenges.
- Team Player.
- Robust incident and analytical solving skills for complex technical issues, with high attention to detail.
- Customer focused, able to deal with ambiguity, self-motivated.
- Cost conscious mindset.
- Ability to articulate solutions to end users for technical issues.
- Excellent communication skills - Strong ability to communicate, guide and influence stakeholders.
- Sense of accountability and ownership of issues.

We are seeking a customer service professional with strong communication skills, both written and verbal. Experienc

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