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**

We have several newly created **Level 1 Service Desk Analyst** positions available within our growing IT Service Delivery team, providing support and administration for hardware and system issues, including:

- Microsoft Windows 10, MS Office Suite / 365, Windows Defender, Azure, Active Directory, Exchange, SCCM, Microsoft Intune, Baseplan, Citrix, and Jira Service Desk_.

You’ll be based at Coates' Mascot head office, which is conveniently located close to Mascot Train Station and surrounded by cafes, restaurants, shopping, gyms, and more.

**A typical day for you**
- Diagnosing and resolving issues raised through inbound calls or electronic requests
- Identifying and escalating situations requiring urgent attention
- Supporting hardware requests
- Following up reported incidents to ensure the customer communication is complete
- Identifying common issues and informing management of recurring problems
- Staying abreast and current with system information, changes, and updates

**What you’ll bring to the role**
- 2+ years of experience in a high-volume support centre environment - **essential**:

- Outstanding customer support experience
- Able to adjust response for non-technical end users
- Clear written and verbal English communication skills
- Strong troubleshooting and analytical skills
- Relevant certification is beneficial but not essential

Technical support expertise for **Windows 10, Office Suite/365, Defender, Azure, Active Directory, and utilising ticket systems** is essential for this role.

Please note that due to the requirements of these positions, applicants on visas with temporary residency or restricted working hours (eg. student or working holiday visas) are not eligible and will not be contacted.

**What you’ll get in return**

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

- **Attractive salary package**:

- **Permanent Full-time position**:

- **Hybrid 3/2 (office/home) working from home**:

- **Easy access to public transport - 2min walk to Mascot Train Station**:

- Training to equip you for success and drive your career forward
- Purchased extra leave program
- Discounted hire equipment
- Supportive and inclusive team culture
- Employee Assistance Program (EAP)
- Volunteering opportunities through the Coates Foundation

**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.**

**Job Types**: Full-time, Permanent

**Salary**: $65,000.00 - $70,000.00 per year

**Benefits**:

- Employee discount
- Parental leave
- Referral program

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Mascot, NSW 2020: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- IT Service Desk: 3 years (required)

Work Authorisation:

- Australia (preferred)

Work Location: In person