Service Desk Analyst

3 months ago

Sydney, Australia Seven West Media Full time

**Categories**: Broadcast Operations, Information Technology, Call Centre & Customer Service
- Do you crave a dynamic role where you can solve problems, collaborate with a stellar team, and make a real impact in a leading broadcast media organisation?_
- Are you passionate about delivering exceptional IT support and exceeding customer expectations?_

**Join Seven Network as our new Service Desk Analyst in Sydney**

**The Opportunity**:
As a **Service Desk Analyst**, you'll be the go-to person for all things tech, providing top-class IT support to our team in **Sydney**. You'll troubleshoot complex issues, collaborate to resolve high-priority incidents, and even contribute to shaping the future of IT at Seven Network.

In this role, you will collaborate with the Broadcast Team, Security Team, internal stakeholders, Vendors and all Seven staff to keep operations running smoothly. You'll be a key player in ensuring our systems run smoothly, keeping everyone connected and productive.

Reporting to the Service Desk Team Leader in Sydney, you’ll be responsible for:

- Providing IT support and exceptional customer service across multiple channels, escalating more complex issues and act as a point of reference for the team.
- Leading by example and contributing to the performance of the Service Desk Team.
- Troubleshooting proactively, solving technical problems, and answering user queries efficiently, ensuring customer expectations are managed and creating a positive experience in all interactions.
- Collaborating with stakeholders and lead in resolving high priority incidents.
- Providing out-of-office hours support and on-call duties as needed to ensure business needs are continuously met.
- Taking initiative, managing projects, and contributing to IT strategy implementation.

**About You**:
You will be an experienced Service Desk Analyst with exceptional customer service skills, and problem-solving skills with the ability to articulate ideas and solutions clearly to technical and non-technical audiences. You will be a strong team player who is eager to learn and grow within the role.

**You will have**:

- 1.5-2 years relevant service desk/ IT support experience (with technical knowledge across various areas/ technologies (e.g. O365, Active Directory, Network, Telecommunications, Security, End user compute, Windows OS, and Business Applications).
- Excellent written and verbal communication skills
- Proven experience following ITIL processes, preferably with relevant certifications (ITIL and Microsoft)
- Focused on achieving effective business outcomes, adhering to deadlines, and maintaining high standards of delivery.
- Ability to thrive in a fast-paced environment and embrace change and continuous improvement. ability to work effectively within a team.

**Why Seven Network?**

We’re looking for people like you to join on our mission to be the most connected news, sport and entertainment brand in Australia. Seven Network is where you can come to make a difference - in your career, in our company and in the lives of 19 million Australians that we reach each month.

At the heart of our culture is the belief that creativity thrives on connection and collaboration - it's where the magic happens. Our offices across the country buzz with energy and inspiring interactions that can transform to magic on screen.

**Some of our perks**:
**1. Recognition and Rewards programs**:

- Our peer nominated “Moments that move us” program recognises and rewards our people who shine bright by living our values every day.
- Our 7Perks exclusive benefits platform provides discounts to over 500 retailers.

**2. Time to manage life events**:

- Community Volunteering, Domestic and Family Violence Leave, Compassionate leave, Personal and Annual leave.
- Fertility leave: Up to 5 days paid per year
- Parental leave: Up to 14 weeks for the Primary Carer (dependent on service) and up to 3 weeks for the Secondary Carer (dependent on service)

**3. Total wellbeing approach**:

- Nutritional, Exercise, Financial, Legal and Emotional wellbeing support via our EAP, Health and Wellbeing programs, and bespoke onsite events.

**4. Learn your own way**:

- Be mentored by the best in the business as part of our SPARK Mentoring program.

**Better Together**:
Seven Network is an equal-opportunity employer, and we are committed to creating a diverse and inclusive workplace. Our “Better Together” Employee Advocacy Groups drive diversity, and inclusion efforts across the company ensuring that Seven is an authentic workplace where everybody belongs. We’re proud to be Australia’s first media company to achieve the WGEA Employer of Choice for Gender Equality certification and partners with UN Women. In 2023 we launched our RAP as our commitment to reconciliation with Indigenous and First Nations communities and providing education and meaningful accountability for Seven and our people.

**Our Values**:
Our values are our compass. They serve

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