Desktop Support Analyst

1 day ago

North Sydney, Australia Nine Full time

**Company Description**
Nine is Australia’s largest locally owned media company - the home of Australia’s most trusted and loved brands spanning News, Sport, Lifestyle, and Entertainment. We pride ourselves on creating the best content, accessed by consumers when and how they want - across Publishing, Broadcasting and Digital.

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 with the aim of minimising Service Desk interactions through proactive management and effective root cause analysis.

Role responsibilities
- Receive, record and resolve end-user device support incidents and requests.
- Provide timely & effective support for all IT systems.
- Monitor and escalate calls to ensure resolution to agreed SLA.
- Ensure effective, regular and timely communication is provided to all stakeholders.
- Build customer relationships across all Nine sites.
- Contribute to education of customers and other members of the support teams.
- Ensure customer productivity is restored in a reasonable timeframe.
- Analyse IT incidents and Service Desk data to identify recurring issues and recommend measures to prevent reoccurrence.
- Contribute to project work as required to support the above recommendations and 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.

**Qualifications**
Essential qualifications, experience & skills
- Experience working in large complex corporate environment
- Excellent written and verbal communication skills
- Focus on the customer experience with ability to deliver first class customer service and build customer loyalty
- Excellent analysis/problem Solving skills
- The ability to manage difficult customer situations
- The ability to maintain a calm disposition and work under pressure
- Desire for continuous learning
- Strong analytical and problem solving skills
- Minimum 2 years experience supporting large enterprise environments
- Demonstrated technical expertise in Microsoft and Apple operating systems and server/client relationship
- Demonstrated technical expertise in PC and Mac Hardware and Software
- Demonstrated technical expertise in Microsoft Office, Adobe Products and Google Apps

Desirable qualifications, experience & skills
- 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 e

**Additional Information** Our Commitment to Diversity and Inclusion**:
We're committed to a safe, respectful and inclusive Nine. From day one, you'll be encouraged to bring your whole self to work and will be supported to perform at your best.

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