Help Desk Professional

2 days ago

Melbourne, Victoria, Australia beBeeSupport Full time $72,000 - $84,000

Job Description:

This is a role that involves providing 1st level support for IT services and business applications across a network of stores, warehouses, and support offices in Australia, New Zealand, and South East Asia.

The Casual IT Service Desk Analyst will be working closely with IT Management teams to ensure the smooth operation of IT services during core business hours.

Key Responsibilities:

  • Ensure IT Services are Supported: The successful candidate will be responsible for ensuring IT services are supported and maintained
  • Day-to-Day Support: Provide day-to-day 1st level IT service desk support to users via phone and IT self-service portal
  • Incident Management: Record and update incidents and service requests using Service Now in alignment with SLA guidelines
  • Monitoring: Monitor telephone queues and answer calls within SLA guidelines
  • First Call Resolution: Provide first call resolutions to incoming calls where possible using knowledge base articles
  • Escalation: Identification and escalation of high-priority incidents as required

Mandatory Technical Skills:

  • Operating System Support: Microsoft Operating System support (Windows 10 & 11)
  • Office Application Support: Microsoft Office Application support
  • User Administration: User administration using Active Directory, etc.

Desirable Experience:

  • ITIL Framework: Delivery of support within an ITIL framework
  • Citrix Applications: Applications deployed via Citrix
  • Software Systems: 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: Supply chain industries (retail, wholesale, distribution, transport)

Requirements:

  • Positive Attitude: A positive and 'can-do' attitude to work
  • Team Player: A dedicated team player with high customer focus and excellent communication skills
  • Flexibility: Some flexibility in working hours including availability on public holidays and weekends
  • Relationship Building: The ability to build and maintain positive relationships with other staff, users, and suppliers
  • Problem Solving: The ability to work independently and use initiative and judgment to solve problems effectively and achieve results

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