Service Delivery Analyst

Working for Cricket Australia means that you become a part of Australia’s proud history and help us look toward the future. Our players and teams are successful, inspiring and reflect the values and aspirations of the community they represent. As an organisation, we are seeking to drive bold, transformative change in digital experiences, junior participation, culturally diverse inclusion, gender equality and sustainability, whilst also reimagining the W/BBL, building player connection through storytelling and playing our part in developing the game globally.

Our purpose is clear; to unite and inspire everyone to love and play cricket. Cricket is so much more than just a game; it brings people together and binds us all through our shared experiences.

This is your opportunity to join a purpose led organisation that truly makes a difference to Australians.

**ABOUT THE ROLE**

We’re searching for a Service Delivery Analyst based in Sydney to join our Technology team on a 12-month fixed term contract. In this national support role, you will be responsible for providing Level 1 technical support to users within Australian Cricket and handling timely escalation and management of requests and incidents. This is an in-house position at our Sydney Olympic Park Office, and you will be required to work from the office 4 days per week.

If you have excellent time management skills and enthusiasm for delivering exceptional customer service, we want to hear from you. We have big ambitions for this space, so we’re looking for drive, passion, and energy to bring our plans to life.

Reporting to the Service Delivery Team Leader, you’ll be responsible for:

- Maintaining healthy rapport with customers and service providers.
- Triaging issues reported, resolve as required.
- Provisioning requests in accordance with defined processes.
- Providing technical support on-site or via remote-access systems.
- Tracking and managing work records.
- Escalating issues to service providers, 2nd/3rd level where appropriate.
- Minimising system downtime due to IT incidents and problems by resolving issues quickly.
- Leading the investigation and implementation of measures to prevent the occurrence of incidents.
- Maintaining an in-depth understanding of the IT ecosystem and its functions for various business units.
- Collaborating with other areas and personnel for the delivery of IT Services.
- Meeting individual and department performance targets.
- Participating in applicable corporate or department projects.

**WHO WE ARE LOOKING FOR**

- **Degree in Computer Science / Information Technology or equivalent industry experience
- Relevant industry certifications
- ITIL Foundation
- Customer-oriented with strong interpersonal and time management skills
- Ability to communicate clearly and effectively
- In depth understanding of:

- The 365 Microsoft Suite
- Operating systems (including Apple, Windows and Android)
- MDM devices
- General hardware functional issue

- Basic understanding of laptops, workstations and IOS / Android mobile fleets
- Previous experience in an office-based technology support role
- Experience with:

- Desktop Support - Windows 11 and Office suite
- Cloud Support - Office 365, Intune (Autopilot), SharePoint and Entra ID
- Providing in-person technology support
- Basic Network/Wi-Fi Understanding

- Flexibility to be on call for escalated technology issues at agreed times

Although not essential, a willingness to travel and flexibility to work on weekends (as required) will be highly regarded.

**WHAT’S IN IT FOR YOU?**

Our employees at Cricket are gifted an additional week of leave at the end of the season As a CA employee, you will also have other benefits including:

- Tickets to the Cricket for you to take your friends and family and experience Australia’s favourite game
- A flexible working environment, meaning we strike the balance of what you need and what works for the business (this isn’t limited to working remotely)
- Discounts from our partners such as ASICS and salary packaging options
- A multitude of leave types including paid parental leave and volunteer leave

**OUR CULTURE**

Cricket is a sport for all Australians and our workplace reflects that. We recognise our differences are our strength and a diverse and inclusive workforce is fundamental to our success. We strongly encourage Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, people of colour, gender, LGBTIQ+ people, people with diverse religious beliefs and people with a disability to apply. Our culture is founded on our values:

- Aspire
- Respect
- Lead together

Australian Cricket, including Cricket Australia, is committed to being a child safe organisation and requires all team members to hold a valid Working with Children Check.