Level 1 Service Desk Analyst

**About us**

You’ve probably heard of Coates or seen our orange hire equipment on job sites around Australia. But we’re more than just scissor lifts and diggers. We’re an end-to-end solutions company operating across five key areas: Equipment Hire; Engineering Solutions; Industrial Solutions; Power & HVAC; and Training.

We’re proudly Australian-owned, with a long history of supporting customers to deliver major projects, and an exciting future focused on digital transformation, sustainability, and growth.

At Coates, we understand that we’re nothing without great people. So, you don’t just work for us, we work for you. We’re here to support and equip you with great training and development, flexible work options, and a positive team environment to help you build your career from the ground up or take it to the next level.

**Your new role awaits**

Based at Coates' Mascot head office, only two minutes’ walk from Mascot Train Station and surrounded by cafes, restaurants, shopping, gyms, and more, this **Level 1 Service Desk Analyst** position within our IT Service Delivery team provides support and administration for hardware and system issues, including:

- Microsoft Windows 10, MS Office Suite / 365, Windows Defender, Azure, Active Directory, Exchange, SCCM, and Microsoft Intune._

Experience using _Baseplan, Citrix, Jira Service Desk_ (or other ticketing systems) is also beneficial.

You will be given the opportunity to move into a **hybrid working from home arrangement** as you settle into the role.

Note that you will need to be available for **shifts from 7am start to 6pm finish - Monday to Friday**, with an afterhours on-call roster (compensation provided).

**A typical day for you**
- Diagnose, resolve and (if necessary) escalate IT enquiries and issues raised through inbound calls or electronic requests
- Identify and escalate situations requiring urgent attention
- Support hardware requests
- Follow up reported incidents to ensure they are resolved, and the customer communication is complete
- Identify common incidents and issues and inform management of recurring problems
- Stay abreast and current with system information, changes, and updates

**What you’ll bring to the role**

Technical support expertise of the systems listed above is beneficial, but customer support is at the core of this role, so we’re seeking someone who can provide an outstanding customer experience.
- Experience in a high-volume support centre environment
- Able to adjust response for less tech savvy users
- Exceptional communication and interpersonal skills
- Strong troubleshooting and analytical skills
- ITIL certification is beneficial but not essential
- Cyber security experience is beneficial but not essential

**What you’ll get in return**

As part of our team, you’ll enjoy a range of perks and benefits including:

- ** Attractive salary package**:

- ** Permanent Full-time position**:

- **Hybrid 3/2 (office/home) working from home**:

- ** Easy access to public transport - 2min walk to Mascot Train Station**:

- Training to equip you for success and drive your career forward
- Purchased extra leave program
- Discounted hire equipment
- Supportive and inclusive team culture
- Employee Assistance Program (EAP)
- Volunteering opportunities through the Coates Foundation

**Why Coates**

At Coates, we know that people, organisations, and communities thrive when everyone feels valued and included. So, we’re proud to be implementing our second Reconciliation Action Plan (RAP) and working to continually improve gender representation and the development of our future female leaders via our annual LEAP program.

Safety always comes first at Coates. Our safety-driven processes and policies aim to ensure all stakeholders go to work and return home safely to their families and communities.

And to deliver on our wider people and planet responsibilities, we’re committed to achieving net-zero greenhouse gas emissions and supporting our national charities and local communities through the Coates Foundation.

**Ready to apply**

Diversity and inclusion are at the heart of our culture. We’re committed to continually increasing the diversity of our workforce, including leadership levels. We actively encourage all people to apply.

**Coates. **Equipped for you