Service Desk Analyst

Our Company

We help our consumers to imagine and create better places and spaces in which to live and work. DuluxGroup's origins date back to 1918, with its original heritage in decorative paint for Australian and New Zealand homes. Today, DuluxGroup is a leading marketer and manufacturer of premium branded products that protect, maintain and enhance the spaces and places in which we live and work. Our people and values are the key reason to our continued success – we now have over 8000 employees globally.

Our IT & Digital Enablement function is key to driving future growth and success. We have over 150 people across a range of specialist functions that ensures we continue to innovate and work effectively in all areas of the business.

Your Role

Reporting into the Service Desk Manager/ Lead, you'll actively contribute to the Service Desk team in a positive manner ensuring the delivery of IT services within existing SLA's. You'll act as the first point of contact for IT incidents and service requests arising from the day-to-day operations of the company, ensuring effective, regular and timely communication is provided to all stakeholders and delivering a customer centric approach to all service desk interactions.

We would like you to spend as much time on site as possible while scheduling trips to our other sites in South Australia. The role has a great mix of phone based and hands on work and is required to work 4 days a week from the office and 1 day from home.

The role is based in Beverley, SA but we would like you to spend as much time on site as possible while scheduling trips to our other sites:

The role has a great mix of phone based and hands on work (60% calls, 30% hands-on, 10% admin work).

Key Responsibilities

- Utilising ITIL processes to manage incidents and problems to reduce the number of repetitive tickets, increase productivity and service quality
- Troubleshoot and diagnose technical issues on a range of systems and technologies
- Support the major incident team when a major incident is identified
- Contribute to the education of our customers and other members of the support team
- Contributing to Knowledge Management

Benefits

- Stay active anytime, anywhere through our partnership with Fitness Passport and get unlimited, discounted access for you and your family to a wide range of gyms and pools across Australia
- Enjoy comprehensive, holistic health and well-being support, including our Wellbeing Hub and full EAP support
- Let us cover the gap for you, employees with private health insurance extras cover can claim up to $1000 out of pocket gap costs annually
- Give back to the communities in which we live and work, with our "Community Action Day" and other programs
- Market leading Learning and Development initiatives and genuine career pathways to accelerate your growth
- 20 weeks paid parental leave (primary carers) and 2 weeks paid partner leave available from the first day you start working with us.
- Feel truly valued through our employee recognition programs
- Enjoy generous discounts on DuluxGroup products and through our corporate partnerships

Skills & Experience

- At least 2 years' experience hands on within Service Desk or customer facing support teams
- Broad technical knowledge with experience in the following technologies:
- Microsoft infrastructure (Server, Desktop, AD/AAD, SQL, HyperV)
- Microsoft applications (Office 365, Intune, Azure)
- Networking (WAN/LAN/Routers/Switches/Firewalls/VoIP/Citrix/VPN)
- Excellent problem-solving ability resolving complex issues
- Ability to work under pressure whilst being organised, detail-oriented and accurate
- Excellent customer service focus and telephone manner

We Value Potential and Passion

At DuluxGroup, we believe that the right attitude and a willingness to learn can be just as important as meeting every requirement on a job description. If you're passionate about IT and excited about this role, we encourage you to apply even if you don't meet all the essential criteria. We value diverse experiences and perspectives, and we are committed to providing opportunities for growth and development.

Imagine a better place

At DuluxGroup, we believe in the power to 'Imagine a better place', and we want you to be a part of it

You'll work with over 50 iconic, trusted household brands with a 100+ year history, have the stability of working for a global company and your work will have a real impact. Join us and be part of our growth trajectory as we continue to expand our business globally and innovate in our industry.

At DuluxGroup, we foster a culture of inclusion, diversity, and flexibility. We care about your wellbeing, and we prioritise your safety in everything we do. You'll work alongside people who value your unique perspectives and contributions.

If you're ready to join a compassionate and collaborative workplace, your opportunity starts here.

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