Service Desk Analyst

_Our goal is to be Distinctive, Authentic and Connected in everything we do and to create the Ultimate Customer Experience with everyone we meet_

Due to the continuous success and growth of our team, we have an exciting Part-Time opportunity to join our support team in the role of **ICT Support Specialist - Level 1**at our **Brighton Support Office, VIC.**

**This is a Part Time role - 3 days per week.**

**Who Are We?**
- Retail Prodigy Group_ are the master retail franchise partner for _NIKE_ Stores across Australia and New Zealand _and the Retail Operations _Partner for _Samsung Stores_ across Australia and Direct to Consumer Online Retail Partner for Mattel in Australia and New Zealand. With an extensive portfolio of Retail stores, we are a team of talented and passionate retailers, committed to setting a new benchmark in retail.

**What's in it for you?**
- Generous Staff discounts for you and your family on all RPG retail brands including Nike and Samsung
- Competitive Remuneration Package
- Recognition of performance and contribution with Monthly MVP awards
- Annual RPG Conference for Store Managers and our Support team
- Employee wellness program and access to EAP support
- An opportunity to work with a team and business that has very well defined Purpose, Blueprint and Values.
- Continuous growth and development opportunities
- A rewarding career with a business committed to stay focused on team culture

**Key Responsibilities**
- Service (Support)
- Monitoring and responding to active/stale tickets
- Maintain an average of 95% + SLA for I.T Department
- On-Call service (Rostered, every 2 - 3 weeks)
- Maintaining VOIP, VPN, User Account / Hardware Provisioning
- Maintaining Point of Sale, App Procurement and Deployment
- Analyse and proposal service/incident remediation from Service Desk data Monthly Service Reports with Departmental follow ups on Service
- Operations (Reactive and Proactive tasks)
- Technician prioritisation for daily, weekly, and monthly
- Contribution and leading weekly ticket WIPs (Work-in-progress)
- Cross functional relationship and I.T investigations
- Managing Personal ICT Planner tasks and aligning with ICT Business Strategy
- Support Business with store openings/closures and refurbishments Using technical awareness to build efficiencies and innovation from daily support tasks.
- Asset Management (Hardware / Apps)
- Building and Maintenance of Asset management spreadsheets/platforms
- Managing and assisting in software/hardware renewals
- Managing equipment lifecycle plans and orchestrate business solutions from trends of hardware failures
- Build Sound knowledge of Hardware Specifications to Allocate Right Hardware for End User

**To be successful in this role we require**:

- Preferably 6-12 months experience in IT Support and Customer service
- Administration experience of Office 365
- Strong task planning, prioritisation skills and time management
- Very clear communication skills (ability to bridge non-technical with technical users)
- Ability to identify system process improvements and root cause discoveries
- Analytical abilities - dashboarding and reporting
- Ability to handle critical/stressful situation
- Ability to challenge the status quo
- Works collaboratively as a team player and lead the team
- Experience with User and Hardware provisioning
- Ability to present reports and statistics to large audiences
- Ability to drive, have access to a car and hold an Australian license
- On-Call Support
- We CARE, we COACH, we have ENERGY, we are ACCOUNTABLE and we INNOVATE_

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