Service Desk Analyst

**Company Description**
The NRMA acknowledges the Traditional Custodians of the land and waterways on which our business operates. We pay our respects to Aboriginal and Torres Strait Islander Elders past, present and emerging.

Purpose led, we are proudly member-owned and one of Australia's most iconic and trusted brands. We started by being a voice for safer roads and providing legendary roadside assistance, but now we do so much more.

From spectacular holiday destinations, car rentals and boats on our waterways, to leading the EV charging roll-out to prepare for the future of driving, speaking out for change in government policy and supporting sustainable travel.
- Join our Technology Engineering team where you will provide IT support across our group of businesses
- Be part of a culture that celebrates, respects and supports you for you
- Great benefits on holidays, insurance, vehicle servicing, car rentals and accommodation

**What You’ll Do**

We currently have a permanent full-time opportunity for a **Service Desk Analyst** to join our Technology Engineering team where you will be the first level of support for any IT related matters across the NRMA Group. There is a strong focus on delivering exceptional service to our internal customers and ensuring tickets are resolved within the agreed service levels. The Service Desk Analyst is is to ensure all the required triaging is complete and captured before escalating any IT related matters to the relevant group.

This role will be based from our Sydney Olympic Park and Sydney CBD offices.

Specifically, your key responsibilities include:

- Respond to all phone calls and tickets raised in the ITSM system within an acceptable time
- Ensure all tickets raised include all required information and escalating any tickets that cannot be resolved at first level to relevant support groups
- Update customer of current status of support issues while providing a high level of customer service
- Update Service Desk team leader before SLA expires in relation to logged support issues
- Provide setup and support to end users including laptop/desktop, mobile phone, tablets and adhoc queries
- Research and provide information on technology issues to the team and other support groups
- Provide regular status update of daily operations and other relevant events related to the service desk

**What You’ll Bring**
- Successful completion of an ITIL Foundation or equivalent certificate level qualification (preferred but not essential)
- 2 years’ experience in providing technical support to a broad range of users in the corporate environment
- Sound understanding of the IT infrastructure and systems operated by the Company
- Experience in supporting Avaya phone system; Microsoft Azura; Microsoft 365 certification and Jira Service Management (preferred not essential)
- Good analytical skills combined with the ability to troubleshoot and resolve technical issues
- Developed written and verbal communication skills
- High degree of organisation and time management skills with the ability to prioritise
- Attention to detail.

**Amazing benefits are yours**
- Initial training will be provided upon commencement to support you in this role
- ‘ME' day - one extra day of paid leave per year, called a ME Day, to use at any time during the calendar year.
- Flexible work options with an inclusive environment where everyone is respected and valued for who they are and their unique contribution
- Great employee benefits - including discount on all NRMA insurances, free roadside assistance and much more
- Market leading 18 weeks paid primary and 4 weeks paid secondary parental leave entitlements
- Access to exclusive member marketplace benefits - including discounts on fuel, movie tickets, attractions & experiences, cafes & restaurants and many more
- Reward and recognition for great contributions to the team

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.
- Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. The NRMA is not responsible for any fees related to unsolicited resumes._

**Additional Information