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Service Desk Analyst

5 months ago

Rowville, Australia GPC Asia Pacific Full time

**_The Role_**
This role will involve working closely with IT Management teams to ensure IT Services are supported and maintained. This role will predominantly be responsible for 1st and 2nd level Service Desk support for IT Services and Business Applications where first call resolutions can be applied.
**_Reporting to the IT Service Desk Manger, you will: _**
- Ensure IT Services (Levels 2-3) are supported and maintained.
- Record and update tickets utilising Incident Management
- Monitor telephone queues and answer calls within SLA guidelines
- Provide first call resolutions to incoming calls where possible using knowledge base articles

**_Mandatory Technical Skills: _**
- Microsoft Operating System support (Windows 7, 8, 10)
- Microsoft Office Application support
- User administration using Active Directory, etc.

**Experience in the following areas would be advantageous**:

- Delivery of support within an ITIL framework
- Applications deployed via Citrix
- Lotus Notes and Office 365
- Mainframe (ZOS) and PSeries (AIX) operating systems
- Retail Systems including Point of Sale equipment
- Warehouse Management Systems and Financial Systems
- Supply chain industries (retail, wholesale, distribution, transport)

**_To be successful in this role you will need to demonstrate the following: _**
- A positive and ‘Can do’ attitude to work
- Be a dedicated team player with high customer focus and excellent communication skills
- Be able to build and maintain positive relationships with other staff, customers and suppliers
- Be able to work independently and to use initiative and judgement to solve problems effectively and achieve results

**Your environment**:
Genuine Parts Company (GPC) is the Global Leader in automotive aftermarket parts distribution, encompassing a number of significant international businesses in USA, Canada, Australia and New Zealand. Our Asia Pacific businesses include Ashdown-Ingram, McLeod Accessories, Motospecs, RDA Brakes and our iconic Repco Australia & New Zealand Store Network

**Job Type**: Casual