Service Desk Analyst

**About Us**

You’ve probably heard of Coates or seen our orange hire equipment on job sites around Australia. But we’re more than just scissor lifts and diggers. We’re an end-to-end solutions company operating across five key areas: Equipment Hire; Engineering Solutions; Industrial Solutions; Power & HVAC; and Training.

We’re proudly Australian-owned, with a long history of supporting customers to deliver major projects, and an exciting future focused on digital transformation, sustainability and growth.

At Coates, we understand that we’re nothing without great people. So, you don’t just work for us, we work for you. We’re here to support and equip you with great training and development, flexible work options and a positive team environment to help you build your career from the ground up or take it to the next level.

**Your new role awaits**:
As a Coates Service Desk Analyst you will be diagnosing requests or incidents, and either resolving them or escalating them to appropriate teams. The scope also includes the management of incidents, events and user accounts. A key focus of this role is adopting a continuous improvement focus by informing management of common incidents and issues and providing input around having the right support tools in place.

**A day in the life of a Coates Service Desk Analyst**:

- Identify and escalate situations requiring urgent attention, providing a clear description of the incident and steps taken in an attempt to resolve the issue, communicating progress regularly to end-users.
- Accurately records ticket notes and incident notes as appropriate and required; capture all actions taken by the team accurately within ticket notes - all tickets must have timely up-to-date status information and keeping customer informed as to the status of their issue at all times.
- Stay abreast and current with system information, changes and updates.
- Maintain IT documentation - Service Desk knowledge base ensuring all documented solutions to problems are accurate.
- Responsible for providing on-call support as needed.
- Comply with all company policies and procedures.
- Undertake any additional duties that are within your skill set and safe.

**About you**:
Alongside a positive and flexible attitude, you enjoy working in a team and have a customer focused approach to your work. You will also have:

- Ability to work across a fast-based business with a complex network
- Excellent customer service experience to determine the needs of the customer through questioning and active listening

**What you’ll get in return**

As part of our team, you’ll enjoy a range of perks and benefits including:

- Competitive remuneration (because we value great work and believe it should be rewarded)
- Flexible working arrangements to help you balance your work life with your home life - this role will be a hybrid working arrangement
- Training and development to help build your career and equip you for success.
- Purchased extra leave program if you want some more time to do the things you love
- Discounted hire equipment so you can finally finish that home reno job
- Supportive and inclusive team culture that empowers you to do your best work
- Employee Assistance Program (EAP) for professional and confidential counselling and support
- Volunteering opportunities through the Coates Foundation so you can connect to your community

**Why Coates?**

At Coates, we know that people, organisations and communities thrive when everyone feels valued and included. So, we’re proud to be implementing our second Reconciliation Action Plan (RAP) and working to continually improve gender representation and the development of our future female leaders via our annual LEAP program.

Safety always comes first at Coates. Our safety-driven processes and policies aim to ensure all stakeholders go to work and return home safely to their families and communities.

And to deliver on our wider people and planet responsibilities, we’re committed to achieving net-zero greenhouse gas emissions and supporting our national charities and local communities through the Coates Foundation.

**Ready to apply?**

Diversity and inclusion are at the heart of our culture. We’re committed to continually increasing the diversity of our workforce, including leadership levels. We actively encourage all people to apply.

**Coates. **Equipped for you