IT Support Professional

6 days ago


Hawthorn East, Victoria, Australia Coles Full time

About the Role

This position is part of the Coles Technology Services and Commercial function, where you will be working with a team responsible for providing end-user technology support.

As an IT Support Professional, you will be responsible for monitoring, troubleshooting, and resolving incidents escalated to the EUC 2nd Level Support queue.

You will 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.

Your Key Responsibilities Will Include:

  • Monitoring, troubleshooting, and resolving incidents escalated to the EUC 2nd Level Support queue.
  • Providing technical expertise and advice to end users.
  • Managing 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.

About You and Your Skills

  • Demonstrated experience in supporting enterprise-based end-user computing infrastructure in a large-scale, complex, and 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 – understands the role technology support plays in employee experience.

Commercial Skills and Qualifications

  • ITIL certification.
  • Expertise in Windows, Mac, iOS, Android OS platforms, including strong troubleshooting skills.
  • Experience within the ServiceNow/ITSM toolset.
  • Cost-conscious mindset.
  • Ability to articulate solutions to end users for technical issues.


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