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Service Desk Support Specialist

2 months ago

Docklands, Victoria, Australia Australian Pharmaceutical Industries Full time
About the Role

We are seeking a highly skilled Service Desk Analyst to join our IT Service Desk team at Australian Pharmaceutical Industries. As a key member of our team, you will play a crucial role in ensuring the smooth operation of our IT systems and providing exceptional support to our employees and stakeholders.

Key Responsibilities
  • Provide reliable and superior service improvement to all customers, including independent pharmacies.
  • Work on a rotating 24/7 roster, answering calls and emails, and resolving level 1 support incidents related to in-store systems, Distribution Centre, desktop, and infrastructure systems.
  • Prioritize and escalate support tickets as necessary, ensuring timely resolution of issues.
  • Maintain a detailed understanding of store environments and infrastructure, investigating and correcting reported anomalies within SLA timeframes.
  • Develop documentation and handover repetitive tasks to triage teams, ensuring incident statuses are always monitored and communicated effectively.
  • Contribute to post go-live support for new projects/initiatives and assist in the continual review and enhancement of processes.
  • Identify opportunities for knowledge improvement and process enhancement within the IT Service Desk, working collaboratively with relevant stakeholders.
  • Ensure compliance with occupational health and safety policies and procedures to promote a safer work environment for all employees and visitors.
Requirements
  • Previous experience in a level 1 Helpdesk role in a corporate environment, preferably in retail or pharmaceutical industries.
  • A professional and highly focused customer service approach.
  • Strong knowledge of supporting Microsoft technologies, including MS Office Suite, Exchange, Active Directory, Windows 10.
  • Experience with networking, remote access connectivity, and IP telephony.
  • Excellent interpersonal and communication skills, both verbal and written.
  • Ability to work effectively without supervision, prioritize workload, and demonstrate accountability.
  • Proficiency in ServiceNow for logging tickets (Preferred).
  • Willingness to own and be accountable for problems until satisfactorily resolved.
  • Excellent problem-solving skills and attention to detail.
  • TAFE qualifications or a degree in IT or a related discipline (highly regarded).
  • ITIL V4 Foundations Certificate (Preferred).
What We Offer
  • A fantastic work culture based on our four Ways of Working – Be well, Show You Care, Make it Better, and Act Now.
  • Flexible working that is balanced with our organisational need to create connections and enable collaboration.
  • Ongoing professional development and career opportunities across the Wesfarmers Health Division and the broader Wesfarmers Group.
  • Access to employee benefits across Wesfarmers, including team member discounts at Bunnings, Kmart, Target, Officeworks, OnePass, Priceline, and Clear Skincare Clinics.
  • 'We Love Your Work' recognition program. Team members can recognise their peers, team, or other business units, with winners taking part in our annual awards.
  • Novated leasing options.
  • Access to our Employee Assistance Program (EAP) – available to all team members and their immediate family members, 24/7, 365 days a year.
  • Beautiful outdoor terrace for work and recreation.
  • Food, coffee, and health & wellbeing facilities onsite, including a landlord-operated gym.
  • Dedicated end-of-trip facilities (cycle racks, showers, lockers).