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Service Desk and End User Support Analyst

4 months ago

Sydney, Australia Are Media Full time

**Job no**: 499796

**Work type**: permanent full time

**Location**: Sydney

**Categories**: Publishing/ Editorial

**Who Are We?**

Are Media is Australia’s leading omnichannel content company for women. Every day we influence, inform, inspire, and connect with _6 in 10_ Australian women across magazine media, digital, video, social, e-commerce, customer review sites, podcasts, events and experiences. Our brands include _The Australian Women’s Weekly, Better Homes & Gardens, Woman’s Day, marie claire, TV WEEK, New Idea, Now to Love, Australian Gourmet Traveller, BEAUTY/crew and ELLE_. Through our Change AREgenda we drive meaningful and positive change for women

Are Media employs Australia’s best content creation talent and we are proud that our greatest strength is our people.

**Why Are Media?**

Join Australia’s leading content company for women and be part of an inspiring, creative and collaborative team. We offer excellent people programs including:

- A day of leave for your birthday,
- 4 days of volunteering leave each year,
- An inclusive parental leave program that supports all parents, families & carers,
- FREE digital access to all our titles, and
- Our unique Are Media Learning Academy (Digital Academy, Lunch N Learns, Mentoring and much more).

We support flexible ways of working through our Activity Based Working (ABW) model. We encourage a balance of working in the office and remotely and we believe this enables our people to do their best work.

**About the role**

The Service Desk and End User Support Analyst is responsible for both the delivery of IT assistance & support to our employees both in-office and remotely. This position is an integral part of the whole IT team and works closely with Infrastructure, Operational Systems and Business Application team members and End users.

**Duties**

Duties expected in this role (but not limited to):

- Providing first & second level support for all new and existing ICT support issues.
- Troubleshooting and diagnosing technical issues remotely, over the phone and in person
- Ensuring user queries or issues on requests or calls are captured, validated, and triaged for further processing.
- Provide support in the deployment, installation, and maintenance of system computers.
- Systematically interprets user problems and identifies solutions and possible side effects.
- Uses experience to address user problems and interrogates for potential solutions.
- Escalates complex or unresolved incidents.
- Records and tracks issues from outset to conclusion.
- Setting up the Organization’s computer system to meet specific business goals.
- Monitoring day to day computer performance.
- Update and maintain the computer inventory and equipment.
- Maintain and resolve issues on LAN/WAN, VoIP telephone, AV systems connections.
- Ensure desktop computers interconnection seamlessly with diverse system keeping in mind for compatibility factors.
- Coordinate with vendors to resolve technical problems with desktop computing equipment and software.
- Resolve hardware and network connectivity issues.
- Validate & approve VPN access for all remote users.
- Assist in technical upgrading and maintaining of entire desktop systems.
- Train and guide staff hardware and software usage.
- Maintain and update AV systems connections in Meeting rooms
- During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
- Promptly allocates unresolved calls as appropriate.
- Maintains records, informs users about the process, and advises relevant persons of actions taken.

**Skills and experience**
- Minimum of 3 years' experience working in a Helpdesk role supporting end users across Desktop Devices and Applications
- Demonstrated experience of at least 1 year supporting Active Directory, configuring Outlook profiles and troubleshooting Outlook or Office 365 related issues
- A basic understanding and support methods for LAN and WAN infrastructure
- Experienced with computer hardware troubleshooting
- Ability to ask and probe questions to end user to pinpoint the problem
- Train new employees to use a company’s software and apps
- Demonstrated experience in operating within an IT support team environment and in meeting deadlines
- Demonstrated successful experience in working within a Windows environment
- Relevant qualifications in Information Technology or related field
- Superior communication skills, written and verbal, must be fluent in English and possess great phone manner
- Attention to detail is must as a soft skill
- Attitude to take ownership and responsibilities to learn and adapt the changes in environment

**Please and send your CV via the link.**

**Advertised**: 21 Nov 2023 AUS Eastern Daylight Time
**Applications close**: 19 Dec 2023 AUS Eastern Daylight Time