Service Desk Analyst

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- Full-time, permanent role
- (South Wharf CBD location) with flexible work options available
- Employer of Choice winner four years in a row

Melbourne Convention and Exhibition Centre (MCEC) is the home of unconventional. At MCEC we do things a little differently. We bring fresh ideas and imagination to every event. We happily turn concepts on their head to make each experience momentous.

We welcome events of all shapes and sizes, from board meetings and small celebrations through to conventions, gala dinners, exhibitions, and concerts. Our doors are open for events and moments that connect us - in person, virtual or hybrid, and everything in between.

Our city is our inspiration, located in the vibrant South Wharf precinct, just a stroll along the Yarra River. Melbourne is on show at MCEC - in the architecture and design, food and hospitality, AV technology, Customer Service, location, and views.

**About the role**

The objective of Service Desk Analyst is to provide first level IT support to MCEC employees. This is achieved through monitoring the IT Help Desk and responding to requests for assistance in a timely manner. As required, issues that cannot be resolved by this role will be escalated to more senior members of the team. The role requires a good mix of technical troubleshooting along with well-honed customer service skills.

**Key Accountabilities**
- Actively work with the MCEC employees to troubleshoot and resolve IT issues
- Assist with IT related queries and requests for information
- Recommend improvements to processes
- Provide high quality advice and guidance to MCEC users on how to effectively use IT Systems
- Assist users with problems, incidents, and requests across a wide range of software platforms, primarily Microsoft based
- Identify requirements and assist with software or upgrades and rollouts
- Create and maintain documentation
- Manage user accounts (including adding, removing, and changing) and provide support for password resets and user lifecycle
- Diagnose and attempt to resolve hardware issues
- Manage the repair or replacement of devices as required
- Coordinate warranty repairs with vendors as required
- Support hardware rollout or replacement activities
- Maintain spare stock levels for IT hardware
- Maintain records of user hardware
- As a key position within the IT team, act as a point of contact for troubleshooting IT related issues
- Offer support and advice to IT team members when working on or assisting with projects or issues
- Identify possible issues and escalate these through the IT team as necessary

**Qualifications, knowledge, and Experience**:
**Essential**
- Extensive experience in Microsoft desktop operating systems
- Experience in troubleshooting computer hardware and software
- Experience with Microsoft Office and Office 365 products

**Desirable**
- Tertiary qualification in a related field
- Microsoft desktop operating systems certification
- Experience with Microsoft SharePoint
- Experience with Microsoft Teams

**Working at MCEC**

At MCEC we encourage ideas and imagination and support our people to be inspirational. Whatever your role, we'll foster the development of skills, insights, and leadership. You'll be working in a Melbourne icon, with a welcoming and supportive team. And there are many other benefits - 14 weeks paid parental leave; flexible work options; purchased leave; employee discounts; onsite restaurants, cafes, and parking; and South Wharf and the city at our doorstep. We are diverse, inclusive, and collaborative.

Built on the banks of the Birrarung (Yarra River), Melbourne Convention and Exhibition Centre (MCEC) acknowledges the Traditional Owners of Narrm, the Wurundjeri Woi Wurrung people of the Kulin nation. We pay our respects to their Elders past, present, and to Elders of all First Nations communities that visit MCEC.

We recognise the significance of the Birrarung to Traditional Owners as a life source and a meeting place and seek to honour a 40,000 year tradition of building community and exchanging ideas on these lands.