Systems Analyst

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with over 115,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

**About the team**:
Our Technology team is the backbone of the business, building and maintaining the information technology infrastructure that support Coles Group. As a part of the Technology team, you get the opportunity to work through complex, challenging, meaningful problems using large data sets and new technologies to expand your skills and experience.

**About the role**:
Reporting to the Team Leader - End User Computing Support, this 2nd Level Support role will see you working with our 1st and 3rd Level Support teams, Workplace Experience and Support Technologies and Workplace Technology Experience provisioning and business teams to investigate, analyse and resolve technical incidents. Your primary role is to resolve or escalate Incidents that have been assigned by our Level 1 Help Desk Team for further assistance, and our automated Incident logging tools.

You will be supporting approximately 12,000 endpoints throughout our Support Office, State Offices and Distribution Centers.

Based out of our Store Support centre, we offer flexible working, but there is a minimum requirement for you to be in the office 2-3 days a week.

This role is responsible for the delivery, ongoing management and support of the following end user devices and technologies:

- Windows10 laptops and desktops.
- Thin clients.
- Mobile devices.
- Video conferencing.
- Printing.
- CITRIX.
- Apple MacBooks.
- O365 and M365 Platforms.
- SCCM Application Deployment.

In addition, you will:

- Require strong Customer Service Skills.
- Support and resolve issues over the phone, in person, remotely and the via the Coles Walk-Up mytech Bar.
- Work independently and as part of a team to resolve technical issues, as well as the ability to analyse and identify Problems for escalation.
- Provide technical standards and write technical documentation and Knowledge Base Articles
- Have a strong focus on governance and the ability to define clear focus.
- Exceptional time management and prioritization skills.
- Perform aspects of implementation, testing and support of infrastructure across the organisation.
- Engage in project work with other teams.
- Provide technical expertise and advice to our End Users.
- Strong focus and adherence to organization process' and security protocol.
- Includes 24x7 rostered support.

**About you and your skills**:

- At least 3 years relevant technical experience in an IT Support role
- Relevant experience using an IT Service Management tool.
- Demonstrated technical understanding of the relevant technologies.
- Demonstrated experience in maintaining root cause analysis of enterprise-based computing infrastructure in a large scale, complex and distributed business environment.

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**What’s in it for you?**:

- **
Flexible working options**:We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
- ** Office perks**: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
- ** Discounts**:Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
- ** Reward through recognition**: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks’. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
- ** Opportunities for learning and development**: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
- ** Paid parental leave**: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
- ** Investment in your future**:Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

**About the recruitment process**:
Job ID: 153363

Employment Type: Full time