Service Desk Support Specialist

3 weeks ago


Docklands, Victoria, Australia Australian Pharmaceutical Industries Full time

At Australian Pharmaceutical Industries, we're committed to delivering exceptional healthcare services across Australia. As a leading provider in the industry, we prioritize innovation, quality, and customer satisfaction.

About the Role:

We're seeking a highly skilled Service Desk Analyst to join our IT Service Desk team. As a key member of our team, you'll play a crucial role in ensuring the smooth operation of our IT systems and providing exceptional support to our employees and stakeholders.

Key Responsibilities:

  • Resolve level 1 support incidents related to in-store systems, Distribution Centre, desktop, and infrastructure systems.
  • 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.

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.

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.


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