IT Support Analyst

**About Penske**:
With over 1,100 employees across Australia and New Zealand, Penske is an iconic brand in both the business and racing worlds and a Fortune 500 company with a global presence. Operating across some of the most dynamic on and off-highway markets in the country, including road transport, energy solutions, mining, rail, defence and commercial marine. Penske is a leading distributor of premium power systems solutions from **_mtu_**, **Detroit** and **Allison Transmission** and the authorised distributor of **Western Star Trucks**, **Dennis Eagle** and **MAN Truck & Bus**.

**Your New Opportunity**

An excellent **permanent** **full-time** opportunity for an **IT Support Analyst **to join our IT** **team at Penske based in our **Sydney Branch**. A key task of this role is to provide customer support to our staff across Australia and New Zealand on IT related matters.

**Your key responsibilities will include**:

- Be the first point of contact to troubleshoot, and problem solve Level 1 and Level 2 requests;
- Provide a high level of customer service via telephone, remote login or in person;
- Update assigned support service requests by providing our customers with appropriate responses and friendly communications and keeping within Service Level Agreements (SLA);
- Adhere to policies as per corporate manuals and directives and manage and maintain internal systems when directed;
- Schedule and coordinate with internal engineers for more complex external support resolutions;
- Assist in the administration and technical support of the Local Area Network (LAN) and Wide Area Network (WAN) environments;
- Assist in vendor management, external customer support and coordination with factory/dealer helpdesk support;
- Work autonomously and as part of a team to bring solutions and ideas to improve work performance;
- Develop continuous improvement initiatives to analyse, review, and optimize the Technical Support Desk based on best practices, including risk assessment of IT operations;
- Provide Operational Support of IT technical policies and procedures as required to ensure compliance with corporate standards;
- Work with vendors, service providers and other 3rd parties to keep abreast of new technologies, implement strategic projects and work through warranty and support opportunities until fix/resolution.

**About You**
- Strong interpersonal and communication skills;
- Bring cadence to your day and proactively follow up on requests and communicate with customers frequently, providing a high level of customer service;
- Experience supporting Windows 7/8/10 and Microsoft Office 365 environment;
- Experience with Active Directory and SCCM;
- Proven ability to provide IT support over the telephone, in person and with remote access software;
- Self-motivated, proactive with the ability to work without direct supervision;
- Ability to prioritise work and manage expectations;
- Experience in helpdesk software, meeting SLA targets and ITIL practices;
- Holding current or actively working towards industry certifications such as Microsoft, ITIL and CompTIA.

**Why choose Team Penske?**

At Penske, we know that it's our people at the heart of our success, and we want to make sure you have everything you need to do a great job. That's why as well as a great work environment, we offer the following benefits:

- Flexible work arrangements that work for the individual and the business (including part time for this role).
- Accredited Training & Development Programs
- Employee Referral Program - generous employee referral fees
- Employee Assistance Program
- Commitment to providing the highest levels of safety, technical and leadership training
- Competitive Remuneration
- Reward and Recognition Programs
- Family Friendly Benefits, including Paid Parental Leave

**Be ambitious. We are.