Service Desk Analyst

2 weeks ago

Sydney, Australia Scentre Group Full time

**6 Month Fixed Term Contract**

**Our Story**

A career with Scentre Group fosters the chance to be part of a company that is transforming the digital and physical retail space. Work with great people and add value to a tangible product you can see.

We offer:

- Diverse career paths across our vertically integrated business
- Ability to innovate in a company that not only encourages it but will facilitate it
- Competitive benefits including 18 weeks parental leave, volunteer days to work with our Charity Partners, health and wellbeing discounts and ability to purchase extra annual leave

**Your opportunity**

Opportunity for an experienced Service Desk Analyst to join our team for a 6 month Fixed Term Contract. As a Service Desk Analyst you will be, providing engaging customer service, driving first contact resolution of basic technical challenges and escalating issues, to ensure our people have a great technology experience. Provide accurate and timely solutions to end user problems with a focus on first point resolution. Technical proficiency, delivering customer service with a smile.

**You will have overall accountability to**:

- Diagnose, troubleshoot and resolve hardware and software problems for Scentre Group employees
- Install and configure new end user hardware and software on various devices including desktops, laptops ,mobile devices and peripherals
- Provide accurate and timely solutions to end user problems with a focus on first point resolution
- Log, escalate, update and document all service desk incidents, requests and problems.
- Work with level 2 teams to ensure all the relevant information is provided to support customers on escalated issues
- Comply with relevant security, privacy and data protection standards.
- Write and updates processes and policies
- Function as part of a rotating on call team

**What will set you apart from the rest?**
- Passion for Customer service and interaction
- Managing and resolving level 1 technical issue including tickets, calls, walk-ups and instant messages
- Approaching technical issues and problems in an analytical and solutions focused manner
- Basic support of end user devices, Windows 10/11, Mac OS, iOS and Android
- An understanding of ITIL and ITSM (Incident / Problem / Change / Request Management) practices
- Device Imaging, Group Policy, Printing and MDM

**Additional, favourable skills or experience**:

- Have amazing customer service and engagement skill
- Excellent verbal and written communication skills
- Actively listen and work with to other team members
- Be curious about technology
- Keen to partner and pair with other engineers to share knowledge and skills
- Be able to build a strong and professional rapport with a wide range of internal and external IT vendors & stakeholders
- Highly professional approach and customer focused

Our diverse and inclusive workforce is not only something we’re proud of, but something we’re committed to. We encourage and support our people to bring their ‘whole selves’ to work every day. This is because we believe all our differences contribute to our success and ensures a workforce that reflects the customers we serve. Our commitment is backed by executive and employee-led working groups including All Abilities, LGBTI, Mental Health & Wellness and Gender Equity alongside other initiatives such as our Reconciliation Action Plan to grow our Aboriginal and Torres Strait Islander workforce.

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