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Systems Analyst

2 months ago

Hawthorn East, Victoria, Australia Coles Full time
About the Role

This is an exciting opportunity to join the Coles Technology Services team as a Systems Analyst. As a key member of our team, you will be responsible for providing technical support and expertise to end-users across the organization.

Key Responsibilities
  • Monitor, troubleshoot, and resolve incidents escalated to the EUC 2nd Level Support queue.
  • Provide technical expertise and advice to end-users.
  • Manage the EUC 2nd Level incident, Problem, and Request queues in line with agreed SLAs and according to ITIL Service Management best practices and Coles IT Service Management processes.
  • Evaluate and escalate incidents to the EUC 3rd Level and other Coles technical support teams when required.
  • Work independently and as part of a team.
  • Focus on eliminating and reducing incidents.
  • Adhere to organization processes and security protocols.
  • Assist with the Coles mytech walk-up bar and provide face-to-face IT support.
  • Log interactions, incidents, and requests in accordance with governance procedures.
  • Develop and maintain technical standards and documentation.
  • Stay up-to-date with emerging technology trends and how Workplace Technology services are being delivered.
About You
  • Demonstrated experience in supporting enterprise-based end-user computing infrastructure in a large-scale, complex distributed business environment.
  • Experience working in an IT Support role, adhering to ITIL fundamentals and strict SLAs.
  • Experience using an IT Service Management Tool.
  • Strong time management and prioritization skills.
  • Customer service mindset, understanding the role Technology Support plays in Employee Experience.
  • Maintain high levels of customer service.
  • Strong written and verbal skills.
  • Technical and End User Knowledge Base writing skills.
  • Proven technical understanding of relevant technologies.
  • Demonstrated experience in maintaining root cause analysis of enterprise-based end-user computing in a large-scale, complex, and distributed business environment.
  • Growth mindset, someone who shows passion for technology and delivering innovation in their services.
  • Experience building strong cross-functional relationships with other technical teams.
  • Demonstrated experience and understanding of technology trends and issues.
Requirements
  • ITIL certification.
  • Expertise in Windows, Mac, iOS, Android OS platforms, including strong troubleshooting skills.
  • Experience within the ServiceNow/ITSM toolset.
  • Critical thinking, analysis, and out-of-the-box thinking to develop strategies to overcome challenges.
  • Team player.
  • Robust incident and analytical solving skills for complex technical issues, with high attention to detail.
  • Customer-focused, able to deal with ambiguity, self-motivated.
  • Cost-conscious mindset.
  • Ability to articulate solutions to end-users for technical issues.
  • Excellent communication skills – strong ability to communicate, guide, and influence stakeholders.
  • Sense of accountability and ownership of issues.
About Coles

Coles is a leading Australian retailer with a strong commitment to customer service and employee experience. We offer a range of benefits and programs to support our team members, including discounts and weekly special deals across all our external brands, free parking, mini-Coles, and food hub at our Store Support Centre in Hawthorn East, and more.

We're committed to building a diverse and inclusive team and encourage applications from people of all ages, cultures, abilities, sexual orientation, and gender identities. We're happy to adjust our recruitment process to support candidates with disability.