Service Desk Analyst

**Title**:Service Desk Analyst**:

- Location: Bentleigh East, Victoria, AU**About us**:
At Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. And if our brilliant people have taught us anything, it is that we can do all kinds of incredible things, each and every day.

Fast paced. Innovative. Inspiring. With more than 8000 team members and a national footprint of more than 165 retail stores Australia wide - we’re focused on delivering a wide range, low price and great service. We’re about inspiring new ideas and thinking outside the box. We’re about kicking goals, having a laugh and pushing each other. We are about being rewarded and supported. We’re about teaching a customer something new and supporting the community. We’re about making a difference.

**About the role**:
We currently an opportunity available for a Service Desk Analyst within our I.T function. Our Service Desk team provides computer desktop support to local and remote locations in accordance with established policies and procedures. The role also requires you to maintain, analyse, and support computer systems, hardware, printers, and computer peripherals and coordinate repairs with appropriate vendors over the phone, via chat and in person when we can

Reporting directly to the Service Desk Manager your primary responsibilities include:

- Answering calls from stores, logging support cases and providing expertise to other members of the service desk team on what the IT equipment is and what it does in a store
- Acting as the first point of contact in the support of all IT services provided to Officeworks Store Team Members & Support Office
- Record, categorise and prioritise IT incidences and requests with the aim to providing timely and satisfactory response
- Troubleshoot and resolve interactions, escalate where required and monitor those issues through to their resolution to minimize impact to store team members

**About you**:
Working within a small team, you will be responsible for providing positive outcomes for IT related problems for approximately 8,000 team members. As this role will work to a roster, flexibility around working hours is essential.
- Strong customer service focus with an engaging personality
- Excellent communication and strong attention to detail
- Good troubleshooting and problem-solving skills
- Ability to learn and adapt dynamically in a fast-paced environment
- A drive to continually learn and improve and achieve success as a Team
- Have an interest and study background in IT and technology (an ITIL foundation would be advantageous)

**You will need to comfortable working 5 days a week with availability across every day working a rotating monthly roster.**

**Each shift will be 8.5 hours including a one hour lunch break.**

**Hours of work can fall between 6.30am - 9pm on weekdays and 7.30am - 6.30pm on weekends.**

**Our culture**:
It’s all in a day’s work when you’re part of the Officeworks community - where you’re not defined by who you are, but what you can do. We celebrate our teams’ uniqueness by offering the below to the Officeworks family:

- An inclusive, diverse, and supportive environment.
- Flexible working arrangements to best support your individual needs.
- A key focus on wellbeing and safety.
- Generous discounts at Officeworks, Bunnings, Kmart, Target and Catch.
- Ongoing training and development opportunities to progress your career.
- Industry leading Growing Families policy and access to Circle In portal for Working Families.

Officeworks is a** ‘Circle Back Initiative’ **employer - we commit to respond to every applicant.

Officeworks requires all new team members to be fully vaccinated for COVID-19 (unless they have a medical exemption). This recognises that governments in a number of jurisdictions have already mandated vaccinations for people working in retail and is about creating a safer workplace for team, customers and the community.