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Service Desk Analyst

3 weeks ago

Sydney Olympic Park, Australia NRMA Motoring & Services Full time

**About Us**

We’re one of Australia’s most trusted brands. Being Member-owned, every decision we make has people and our community at its heart. We have exciting and ambitious plans for the future and thanks to our passionate teams at NRMA Parks and Resorts, NRMA Motoring and Membership, NRMA Expeditions, Car Rentals, My Fast Ferry and Fantasea, we're on our way to becoming a leading domestic transport and tourism business in Australia. We are striving to make a difference that contributes to a brighter shared future for all Australians.

Forget what you thought you knew about the NRMA - take a look on the inside and you’ll discover that life with us is more than just a job - it’s your chance to do more.

**Your opportunity**

As a Service Desk Analyst you will be provide technical support to The NRMA group. You will be responsible to respond and resolve to any queries or requests regarding but not limited to network, hardware and software.

Your key responsibilities will be to:

- Monitor and respond to issues and requests received via phone or customer portal
- Provide remote and customer facing support for initial diagnosis and troubleshooting
- Monitor service desk portal for tickets assigned to the queue and process first-in first-out based on priority
- Liaise with customer throughout to ensure satisfactory resolution of problem
- Hardware relocations and re-configuration (e.g. PC’s and Telephony)
- Timely escalate or forward the issues and requests to other IT team where required

**Requirements for Success**:

- Previous experience in a Service Desk role in a medium to large organisation
- Experience in an ITIL environment
- Experience in PC Hardware configuration
- Experience in supporting Windows 10, Microsoft 365
- Experience in SOE builds using SCCM
- Sound understanding of TCP / IP, Active Directory, LAN/WAN technologies
- Ability to prioritise and control workload
- Excellent communication and interpersonal skills
- A positive can do attitude
- Strong problem solving skills

**Desirable**:

- Tertiary level qualification in Information Technology field
- 2 years of relevant technical experience
- Experience in supporting Avaya phone system
- Microsoft Azure, Microsoft 365 or Microsoft Teams certification
- Experience in ServiceNow

**Why Choose NRMA Group**

To ensure our employees feel valued, empowered and celebrated we provide a range of employee benefits including:

- Flexible & hybrid work options to suit you,
- Discount on NRMA insurances
- Free Roadside Assistance
- Accommodation discounts and VIP extras at our Award winning Tasmanian Lodges, Hotels and NRMA Holiday Parks,
- 18 weeks paid primary and 4 weeks paid secondary parental leave
- Free NRMA Blue Marketplace Membership
- At the NRMA inclusion and diversity are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. It fuels our innovation, promotes flexible ways of working and connects us closer to our members and the communities we serve._
- We are proud to have been recognised in 2021 by the Workplace Gender Equality Agency (WGEA) as being an Employer of Choice for Gender Equality and for our recognition as participating employer of the Australian Workplace Equality Index._