IT Service Desk Specialist

2 weeks ago

North Sydney, Australia Nine Full time

**Company Description**
Nine is Australia’s largest locally owned media company - the home of Australia’s most trusted and loved brands spanning News, Sport, Lifestyle, and Entertainment. We pride ourselves on creating the best content, accessed by consumers when and how they want - across Publishing, Broadcasting and Digital.

Our Purpose: We shape culture by sparking conversations, challenging perspectives, and entertaining our communities.

We bring people together by celebrating the big occasions and connecting the everyday moments. Australia belongs here. We bring our purpose to life via three shared values: We walk the talk, turn over every stone and keep it human.

The IT Service Desk provides first-level IT support for Metro and satellite sites for internal staff. The Service Desk team is required to attend to IT support and service requests in a time constrained environment and are responsible for the management of the life cycle of support calls resolved by IT Support.

Where applicable the team must strive to meet SLA targets. The team is required to analyze support calls with the goal of reducing the volume of support calls via proactive mitigation and coaching of internal staff. Each team member must aim to develop an understanding of the technologies used within Nine and keep abreast of new procedures and technology. Where possible they are also expected to make recommendations for improvements with regards to workflow and procedural improvements.

**Responsibilities**:

- Receive, record and resolve IT infrastructure problems to support productivity
- Provide timely & effective support for all IT systems
- Monitor and escalate calls to ensure resolution to agreed SLA
- Ensure effective, regular and timely communication is provided to all stakeholders
- Respond to and resolve IT incidents to support staff productivity
- Build customer relationships.
- Contribute to the education of customers and other members of the support team.
- Effectively manage incoming queues to ensure incidents and requests are actioned within an appropriate time frame.
- Assist to maintain the Standard Operating Environment and ensure it is applied to all desktop platforms.
- Develop and maintain documentation and procedures.
- Continuously improve knowledge of the Fairfax environment and effectively share knowledge with the team.

**Qualifications**
- Outstanding in person and telephone communication skills
- Exceptional customer service
- Experience supporting Windows and Mac OSX environments
- Support mobile devices iOS and Android

**Nice to have**:

- Knowledge of the Google Productivity suite & Microsoft Office 365
- Experience with ServiceNow ITSM too

**Additional Information** Our Commitment to Diversity and Inclusion**:
Disclaimer: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

LI-Hybrid

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