Systems Analyst
7 days ago
About the Role
This is an exciting opportunity to join the Coles Technology Services and Commercial function as a Systems Analyst. As a key member of our team, you will be responsible for providing technical expertise and advice to end users, monitoring and troubleshooting incidents, and managing the EUC 2nd Level incident, Problem, and Request queues.
Your Key Responsibilities Will Include:
- Providing technical support to end users, including troubleshooting and resolving incidents.
- Managing the EUC 2nd Level incident, Problem, and Request queues, adhering to SLAs and ITIL Service Management best practices.
- Escalating incidents to the EUC 3rd Level and other Coles technical support teams when required.
- Working independently and as part of a team to deliver high-quality technical support.
- Staying up-to-date with emerging technology trends and how Workplace Technology services are being delivered.
About You and Your Skills
- 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.
- Demonstrated 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.
What We Offer
- A great place to work and a fun-filled, flexible culture at Coles.
- Access to a range of exclusive benefits and programs that support, reward, and inspire team members.
- Discounts and weekly special deals across all our external brands – Coles, Coles Express, Coles Liquor, and Coles Online.
- Free parking, mini-Coles, and food hub at our Store Support Centre in Hawthorn East.
- Sampling of new products before they've hit the shelves.
- Gym, BBQ, and Children's holiday club – all onsite.
- Team Member Share Plan.
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