Desktop Support Analyst

Company Description

Nine. Australia’s Media Company.

Underpinned by our people, our strategic focus is on content, connections and growth.

Driven by our purpose - Australia belongs here - and guided by our values - walk the talk, turn over every stone, keep it human - we are the home of Australia’s most loved content and trusted brands across News, Sport, and Entertainment.

We lead the total television market in Australia through our key brands of Channel 9, Gem, Go, Rush and Life, and of course you can consume all our content, live or on-demand, on Australia’s leading free streaming platform, 9Now. We also own Stan, the market leading local subscription streaming service.

In our total audio business we are building talk radio for the next generation across 2GB, 3AW, 4BC and 6PR.

Nine is also an active participant in Australian consumer marketplaces through our majority shareholding in Domain and our ownership of Drive.

**Job Description**:
**Your new opportunity at Nine.**

The Digital Workplace team is responsible for managing and supporting the End User Computing environment, including elements related to Information Security, along with collaboration areas, digital signage and IPTV. The team has a strong focus on improving the digital employee experience (DEX) for staff and optimising support processes.

As a 2nd Level Support specialist you will attend to end-user device support needs in line with SLA targets, and ensure strict adherence to the SOE. You will also coordinate the escalation of incidents and requests to other support teams where appropriate.

You will analyse support calls, with the goal of reducing the volume of support calls to the Service Desk. You will also make contributions towards the management of the Standard Operating Environment, including hardware and software lifecycle management and client security. You will proactively stay up to date with new technology and to make recommendations for improvements in regards to workflow, processes and IT software tools, and contribute to projects.

**Day to day you will**:

- Receive, record and resolve end-user device support incidents and requests, ensuring effective, regular and timely communication is provided to all stakeholders
- Monitor and escalate calls to ensure resolution to agreed SLA
- Contribute to education of customers and other members of the support teams
- Analyse IT incidents and Service Desk data to identify recurring issues and recommend measures to prevent reoccurrence
- Contribute to project work as required to increase maturity of the End User Compute environment and to streamline processes
- Contribute to and maintain the Standard Operating Environment and ensure it is applied to all end user compute platforms
- Adhere to the asset management process to ensure that company assets are managed in accordance with the hardware lifecycle process
- Develop and maintain documentation and procedures and continuously improve knowledge of the end user compute environment

The role requires flexible working hours that may include evening and weekend shift work and public holidays.

**Qualifications**:
**Enough about us, let's talk about you.**

You will be a customer-focused individual with the ability to deliver first class customer service, particularly in difficult situations. Your ability to stay calm under pressure and deliver results will be key to your success in building trusted relationships. You will be an innovative thinker, committed to staying up to date with the latest technology, and capable of delivering solutions to complex problems.

**What we would like to see on your resume**:

- Experience working in complex corporate settings supporting large enterprise environments
- Technical expertise gained through extensive relevant IT experience and IT tertiary qualifications
- Demonstrated technical expertise in Microsoft and Apple operating systems and the server/client relationship
- Demonstrated technical expertise in PC and Mac Hardware and Software
- Demonstrated technical expertise in Microsoft Office, Adobe Products and Google Apps

The following experience would be beneficial, but is not essential:

- Experience supporting audio visual and video conferencing systems
- Experience supporting mobility and remote solutions, smart phones, tablets and BYOD devices
- PowerShell scripting experience
- Experience with endpoint management tools including SCCM Intune/Microsoft Endpoint Manager, Ivanti EPM, Jamf.

Additional Information
**Life at Nine**

Nine is a people business. Being part of the team means you’ll be in a culture that promotes creativity and innovation, diversity and inclusion, is open to feedback, rewards impact and ensures everyone is heard. Importantly, you'll receive the following:

- Career development and quality training
- Up to 16 weeks paid primary carer’s parental leave
- Discounts on lifestyle, entertainment, and leisure memberships, including health insurance, dental an