Service Desk Analyst

18 hours ago

Camberwell, Australia Australian Pharmaceutical Industries Full time

**About Us**:
Australian Pharmaceutical Industries Limited (API) is one of Australia's leading pharmaceutical distributors and fastest growing health and beauty retailers. As a Wesfarmers business, API is the parent company of Priceline Pharmacy, Soul Pattinson Chemist, Pharmacist Advice and Clear Skincare Clinics. Our services include wholesale product delivery, retail services, marketing programs and business advisory services.

We are currently looking for a Service Desk Support Analyst to join our team. The Service Desk Support Analyst will support the achievement of API’s Vision and the Business Unit Purpose by providing Level 1 hardware and software support that meets customer and business requirements for stores, internal and Distribution Centre employees.

**About the Role**:
**The responsibilities for this role include, but are not limited to:
- Ensures implementation and effective management of API’s policies and Code of Conduct & Ethics to ensure the highest standards of governance, compliance, and ethics;
- Maintain awareness and knowledge of industry trends and best practice to effectively contribute to Helpdesk capability
- Develop strong networks and relationships with business stakeholders to understand and successfully deliver IT support
- Safeguard day to day business operations
- Availability to work all shifts on a 24/7 rotating roster.
- Resolve level 1 support incidents and issues related to in-store systems, Distribution Centre, desktop and infrastructure systems
- Maintain a detailed understanding of the stores, Distribution Centres and infrastructure environments
- Develop documentation and handover repetitive and quick tasks to triage team
- Keep team leaders informed with regular feedback
- Challenge proposed plans and solutions to ensure all aspects of the problem are being addressed
- Find creative ways to achieve the best result as quickly and accurately as possible
- Ensure support incidents are documented and the customer is continually updated on the progress of the issue
- Contribute to the successful implementation of new projects/initiatives by providing post go-live support
- Assist in the continual review, enhancement, and improvement of processes with the team and environment

**About you**:

- VCE or equivalent (mandatory)
- TAFE qualifications or a degree in IT or a related discipline (highly regarded)
- ITIL Foundations Certificate (preferred)
- Previous experience in a level 1 Helpdesk role in a corporate environment
- Previous experience in level 1 retail store support role in a large organisation
- Knowledge of laptop, pc, mobile and peripheral device installation and support
- Sound knowledge of supporting Microsoft technologies including MS Office Suite, Exchange, Active Directory, Windows 10
- Ability to support and troubleshoot issues with networking (TCP/IP, DNS, cabling, wireless), remote access connectivity (VPN), IP telephony
- Excellent interpersonal and communication skills, both verbal and written
- Ability to work effectively without supervision, prioritise and control workload
- Willingness to own and be accountable for problems until satisfactorily resolved
- Team player with right aptitude to use initiative
- Demonstrate commitment to standards and policies
- Excellent problem-solving skills and attention to detail
- A professional and highly focussed customer service approach

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