Service Desk Analyst

We also acknowledge the unique contribution that Aboriginal and Torres Strait Islander peoples make to our society and our workplace through their enduring and continued connection to land, sea, sky and community.

**About Us**

SBS is one of the world's most unique and innovative media organisations, producing trusted, meaningful and engaging content that exists for all Australians to inspire, support and celebrate the diversity of our multicultural society.

Our purpose, for the last 40 years, has reflected and explored the evolving diversity of Australia, investing in initiatives to deepen its connections with communities, sharing their stories and giving a voice to those often unheard, with the aim of increasing understanding and respect of the differences that make up Australia.

SBS is a truly distinctive network, showcasing multicultural, multilingual and First Nations stories otherwise untold in the Australian media.

Everyone has a story that influenced their choice to join the world’s most diverse and inclusive public broadcaster. Over the years, SBS has grown into one of the most unique and linguistically diverse multicultural broadcasters in the world today. Delivering SBS Charter-focused and community relevant, news, current affairs, information, entertainment and music, our services are available on radio, online, via digital television and social media, as well as offering a variety of podcasts

**The role**

We are looking for a customer-focused and problem-solving Service Desk Analyst to join the Service Desk team. This is a role that will see you delivering customer service excellence by ensuring process is followed correctly and excellent attention to detail in issue communication and resolution. You will be working with a close-knit and friendly team in ensuring all Service levels and KPI’s for the Service Desk team are met. The team provides a 24/7 support service which means everyone works on a rotating roster cycle (Monday to Saturday onsite), as well as an on-call roster outside of on-site hours. Some of the duties of the role include:

- Maintaining and using the Helpdesk database effectively '“ which included creating and updating the system and process documentation for SBS office information systems.
- Working with 3rd party vendors and internal support teams to support the SBS Computer environment.

**About you**

We are looking for someone who can demonstrate a passion for customer service, someone who is a great team player and is motivated by resolving problems, You’ll be someone who is keen to grow both professionally and personally within the organisation. The team isn’t big so you’ll need to have great time management skills and juggle multiple priorities. You will be able to engage with people across all level in the organisation who will all want their issues fixed first You will have excellent communication skills with the ability to communicate well in technical terms as well as being able to talke to people with no technical experience. This is not an entry-level role and requires some level of previous technical experience, so you’ll need to come with demonstrated experience in:

- Windows 10 & 11 and Apple Mac OS experience, with the ability to support these operating systems with a variety of issues
- Three years previous experience in a Technology support team environment desirable but not essential.
- Experience with IT Service Management processes and methodologies including ITIL
- Available to work on a shift rotation and respond to after hour calls to meet the needs of SBS’s 24 hours per day 7 day per week operation Sydney based role, with capability to work in SBS remote sites as required.
- ITIL V3 Foundation Certificate, desirable however not essential
- Broadcast experience is desirable however not essential
- Service Now experience is desirable however not essential

**Some of the reasons to consider working with us**
- The people We truly celebrate and welcome difference at SBS and encourage everyone to bring their whole self to work, you’ll be part of one of the most inclusive companies in Australia
- The culture and the engagement of our workforce SBS is ranked in the top 25% of all media companies for employee engagement
- We’re agile and innovative in the way we work, as well as being a trusted and established brand. At SBS we have been broadcasting for over 40 years and our future is packed with many more exciting developments
- We also love to promote from within We have allocated training funds to do just that and help bridge the gaps when moving from role to role.

For other opportunities within our organisation please visit our careers website **SBS Careers - Working at SBS**

**Reasonable adjustments**

To find out more about reasonable adjustments with SBS, please view our video here.

Job Description