Service Desk Analyst

**Winc** is a company that exists to inspire millions of people in Australia with new and better ways to work and learn. From office, school, facilities and safety essentials, services like print and marketing, to demonstrating what more is possible with our technology and workspace solutions, Winc has a wide product range that can be tailored to our customers’ needs.

Due to internal promotion, we are recruiting for a **Service Desk Analyst** to be primarily based in Mascot and occasionally in our National Distribution Centre in Erskine Park.

The incumbent has direct accountability for managing all level 1-2 IT related support, which includes but is not limited to the following activities:

- Communicating with users to understand the issues that are affecting their productivity.
- Fulfilling service requests that are received through Winc IT service management tool
- Educating users with suitable resolutions
- Assisting with onsite related adds, moves and changes
- Answer phone calls in a timely manner and responding to all calls within the Service Level Agreements (SLA)
- Answering, resolving and updating all incidents and service requests from users and logging them in the service management system
- Resolve as many incidents and service requests as possible on “first contact” as time permits
- Providing timely call progress and completion updates to users
- Contribute to a positive business relationship between IT and its end-user customers
- Contribution of documentation for the Service Desk
- Configuration and maintenance of service desk management tools (e.g. Freshservice)

**Skills & Experience Required**:

- 12 months recent IT Service Desk experience
- Minimum of 2 years in a previous customer facing role
- Enthusiastic and patient with ability to remain calm under pressure
- Outgoing and confident, and an excellent, active listener
- Knowledge of Microsoft Windows, Office 365, Exchange, and basic network terminology and functions
- Familiar with the use of call logging/service management software
- Familiar with IT Service Desk processes and SLAs
- Excellent personal presentation with good communication, negotiation and presentation skills.
- Ability to problem solve and proactively identifying potential issues.
- Ability to work independently with solid time-management and organisation skills.
- Demonstrated support skills and achievement in a related industry is desirable however, not essential.
- ITIL Foundation Certificate and experience with end user training is an advantage

**Working with us**
- We believe we’re better and smarter together and our values reflect our commitment to creating a welcoming, diverse and inclusive environment.
- We all reap the rewards of diversity with gender equity across teams, senior management and internal promotions as just the beginning.
- We are committed to First Nations empowerment and support and clear on our responsibility to take action to address the imbalance in opportunities.
- We are focused on working towards a more sustainable future with our Winc Social Agenda - our plan to make a difference across six pillars of social responsibility (Safe Work Practices, Gender Equity, First Nations Empowerment and Support, Climate Change, Responsible Packaging/Management of Waster and Ethical Sourcing).
- We’re passionate about setting our people up for success and providing the training, tools and environment to enable you to perform your best and develop your career at Winc.
- We take care of our people through our internal Mental Health First Aider network, free access to our Employee Assistance Program, and generous leave entitlements to support you through the various priorities and stages of life (e.g. Lifestyle Leave, Volunteering Leave, Cultural Awareness Leave, Sorry Business Leave, Paid Parental Leave, Domestic Violence Leave).
- And finally, there’s plenty of perks Our much loved quarterly Our Heroes recognition program, team discounts, corporate partner discounts. People say it’s a really collaborative and supportive environment - why don’t you be the judge?
- We are passionate about First Nations employment and encourage First Nations Peoples to apply._

**To Apply**: Send your resume to the Winc People Team by selecting ‘Apply’ and following the prompts.

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