Service Desk Analyst

This role will involve working closely with IT Management teams to ensure IT Services (Levels 2-3) are supported and maintained._
- Excellent Salary and Free Onsite Parking
- Career Development and Progression
- Corporate Discounts Available

**The Role**

The purpose of our **Full Time IT Service Desk** **Analyst** role is to ensure that our **GPC Asia Pacific** network of stores, warehouses and support offices across 400+ locations in Australia, New Zealand and South East Asia, receive 1st Level support for IT Services and Business Applications during our core business hours of 6am to 7pm, Monday to Friday.

**Reporting to the IT Service Desk Manger, you will**:

- Ensure IT Services are supported and maintained.
- Provide day-to-day 1st level IT Service Desk support to users via phone and IT Self Service Portal
- Record and update incidents and service requests utilising Service Now in alignment with SLA guidelines
- Monitor telephone queues and answer calls within SLA guidelines
- Provide first call resolutions to incoming calls where possible using knowledge base articles
- Identification and escalation of High Priority incidents as required

**Mandatory Technical Skills**:

- Microsoft Operating System support (Windows 10 & 11)
- Microsoft Office Application support
- User administration using Active Directory, etc.

**Experience in the following areas would be advantageous**:

- Delivery of support within an ITIL framework
- Applications deployed via Citrix
- Lotus Notes and Office 365
- Mainframe (ZOS) and PSeries (AIX) operating systems
- Retail Systems including Point of Sale equipment
- Warehouse Management Systems and Financial Systems
- Supply chain industries (retail, wholesale, distribution, transport)

**To be successful in this role you will need to demonstrate the following**:

- A positive and ‘Can do’ attitude to work
- Be a dedicated team player with high customer focus and excellent communication skills
- Some flexibility in working hours
- Be able to build and maintain positive relationships with other staff, users and suppliers
- Be able to work independently and to use initiative and judgement to solve problems effectively and achieve results

**Looking after you**:
We are committed to ensuring our people are well looked after. In addition to a rewarding and challenging career, we will provide:

- Staff discounts across the GPC Asia Pacific group of Companies
- Private health insurance discounts
- Employee assistance program
- A highly safety conscious work environment
- We proactively support our working parents in a variety of meaningful ways, and our parental leave top-up allowance is one of the ways we do this
- Paid volunteer leave allowing you to give back to your chosen charity/community organisation

**GPC Asia Pacific**
Movement is in our DNA. We are GPC Asia Pacific: one of the largest industrial and automotive aftermarket parts and service suppliers in Australia, New Zealand and South East Asia. Our iconic brands include Repco, NAPA, McLeod Accessories and Motion Industries. Yet we are more than just a parts and service company. We propel people forward.

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.