Junior IT Service Desk Analyst

**Who are we?**

Capricorn is a member-based financial services organisation which exists to improve the lives of over 25,000 Members across Australia and New Zealand by supporting them in building stronger automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and more. Last financial year Member purchases exceeded $2.93 billion and Member returns exceeded $72.5 million.

**A great place to work**

When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses - not the other way around.
- We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked And here's our commitments to you:

- Provide a diverse and inclusive workplace - because we know how important it is for everyone to be treated fairly and with respect.
- Give you flexibility - it's important to recognise we are all unique and need to create work life balance.
- Offer paid parental leave - that supports both parent's leave and their transition back to work.
- Create a fun environment - our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.
- Work perks - that our employees actually use, such as a fantastic reward and recognition program, wellness program, additional leave purchase and so much more

**Role Purpose**

The IT Service Desk Analyst is responsible in leveraging your advanced technical abilities to swiftly resolve intricate hardware and software issues, prioritizing user satisfaction. The role requires exceptional communication skills and an empathetic approach to ensure seamless interactions with users, offering clear explanations and patient support. IT Service Desk Analyst manage incidents and service requests using IT service management tools, collaborating effectively with cross-functional teams to enhance systems and processes. The role will encompass proactive problem-solving, data analysis, and participation in major projects, all while maintaining composure during high-pressure scenarios. Embracing continuous learning, the role contributes to a culture of growth and excellence, making a substantial impact within Capricorn IT team.

**Skills, Knowledge and Attributes**
- Advanced Troubleshooting: Proficient in diagnosing and resolving complex hardware and software issues efficiently.
- Customer Service Excellence: Exceptional communication, active listening, and empathy skills for providing outstanding user support.
- IT Service Management (ITSM): Familiarity with ITSM tools and processes, incident and request management, and adherence to SLAs.
- Problem-Solving: Strong analytical and critical thinking skills to identify root causes and implement effective solutions.
- Documentation and Knowledge Management: Creating and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Process Improvement: Identifying opportunities to optimize workflows and enhance user experience.
- Collaboration: Ability to work effectively with cross-functional teams, external vendors, and stakeholders.
- Time Management: Efficiently manage tasks, prioritize workload, and meet deadlines in a fast-paced environment.

**Experience**
- Entry level role, demonstrated work experience is not essential.

**Qualifications**
- Bachelor's Degree or Equivalent: A degree in Information Technology, Computer Science, or a related field provides a strong foundation in technical knowledge and problem-solving skills.
- Professional Certification: CompTIA A+, ITIL Foundation, or equivalent certifications demonstrate a solid understanding of IT principles and best practices.

**The next steps