IT Service Desk Analyst

3 weeks ago

Canberra, Australia Seven West Media Full time

Join the dynamic landscape of Seven Network, a prominent entity within Seven West Media. Seven is where you come to make a difference - in your career, in our company, and in the lives of millions of Australians. As a key player in the Australian media scene, we're committed to creating and sustaining meaningful Australian engagement across diverse platforms. Seven is leading the way in creating the media company of the future.

**About the Role**:
We have an incredible opportunity for a Service Desk Analyst to join our collaborative and friendly Seven IT Team, based out of our Canberra Office.

Reporting to the IT Service Desk Team Leader, you’ll be responsible for driving customer support including:

- Logging all incidents and requests, and collecting the required information through an effective customer conversation
- Assessing, triaging, researching, and resolving basic incidents and requests regarding the use of IT services
- Escalating incidents or requests beyond the scope of Level 1 Support to Level 2 and Level 3 Support teams in a timely manner
- Creating a positive customer support experience and building strong relationships through deep problem understanding, ensuring timely resolution, and promptly communicating progress
- Providing a single point of contact for the customer
- Following up with other service provider groups involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete
- Documenting resolutions and updating knowledge bases
- Growing general knowledge of current systems, increasing the ability to resolve requests on first call

**We are looking for someone who has**:

- Previous experience in an IT service desk/ call centre environment (preferred but not essential), or a technology graduate looking for a kick-start in the IT industry
- Availability to work between 6am - 10pm, Monday - Friday (shift patterns)
- Understanding of/ familiarity with Microsoft technologies such as Windows, MS Office, Active Directory, Exchange, Office365 and SharePoint.
- Demonstrated understanding of ITIL processes (preferred)
- Strong customer service ethic and problem-solving ability
- Exceptional verbal and written communication skills (including an excellent telephone manner), a high level of initiative
- The ability to embrace change and proactively seek continuous improvement.

**In return, we will provide you with**:

- Generous 7Perks and corporate discounts at a range of retail, tech and health & fitness facilities
- A collaborative, vibrant culture
- Professional development opportunities through Seven’s Mentoring and Performance & Development programs
- Access to Seven’s own Learning and Development program: Accelerate
- A reward and recognition program with monetary and non-monetary incentives
- A competitive salary
- Generous paid parental leave for both secondary and primary carers
- Flexible working environments
- Focus on creating a successful and sustainable future

At Seven, we are here to bring all Australians closer to the moments that move us.

Seven is Australia’s #1 television network and home to iconic news, sports and entertainment brands, plus Australia’s #1 BVOD service, 7plus.

Our company values of Be Brave, Better Together and Make It Happen put our people first and celebrate diversity, innovation and making a difference to the lives of millions of Australians.

Visit our LinkedIn Life page to find out more about Seven.
- The Seven Network is an equal opportunity employer, and we are committed to creating a diverse and inclusive workplace._

**Recruitment Agencies**: The Seven Network does not accept any unsolicited agency resumes and will not be responsible for any fees related to unsolicited resumes.

**Advertised**: 08 May 2024 2:00 PM AUS Eastern Standard Time
**Applications close**:
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