Desktop Support Analyst

Company Description

Nine is Australia's largest locally owned media company. Working at Nine, you'll have access to a unique range of experiences and opportunities, helping drive the success of the country's most trusted television, radio, digital and publishing brands.

Our content reaches almost every Australian - meaning what we do has real impact. We bring people together, celebrate the big moments, and capture the everyday ones.

Some of our most beloved brands have been part of Australian life for generations, and others - new on the scene - have already found their place firmly in our lives. We're evolving and we need people like you to bring new ideas, innovate and make your mark.

Job Description

Join Nine, Australia's largest locally owned media company, as a Desktop Support Analyst in our Digital Workplace team. You'll be a vital 2nd Level Support Specialist focused on providing advanced technical support, improving the Digital Employee Experience (DEX), and proactively reducing service desk escalations across our diverse and dynamic environment.

Day to day you will:

• Deliver timely and effective advanced 2nd-level device support for all staff across Microsoft and Apple platforms in a fast-paced environment.
• Actively contribute to improving the Digital Employee Experience (DEX) by performing root cause analysis and implementing preventative process improvements.
• Manage the Standard Operating Environment (SOE), including hardware/software lifecycle, client security, and adherence to the asset management process.
• Coordinate effective escalation and resolution of complex issues with 3rd-level teams, ensuring communication is provided to all stakeholders.
• Contribute to end-user compute and infrastructure projects aimed at streamlining processes and improving our technology footprint.

Qualifications

What you'll bring:

• We're looking for an experienced analyst with a strong technical foundation and a genuine passion for customer service.
• A minimum of 2+ years of experience supporting large, complex enterprise environments.
• Demonstrated technical expertise across Microsoft and Apple operating systems and hardware, as well as enterprise applications like Microsoft Office and Google Apps.
• Proven ability to deliver first-class customer service, manage difficult situations calmly, and build customer loyalty.
• Exceptional analysis and problem-solving skills with a desire for continuous learning and knowledge sharing.
• Desirable skills include experience with endpoint management tools (Intune & Jamf), PowerShell scripting, and supporting AV/Video Conferencing systems.

Additional Information

How we work

At Nine, our flexible work options vary by role and team. Depending on the position, this may include flexible hours, hybrid work, or part-time arrangements. We welcome discussing your flexibility needs during the hiring process - just ask the Talent Acquisition team.

Our employee benefits include:

• 18 weeks paid parental leave with no distinction between primary and secondary carers.
• Access to 'Employee Exclusives' program - a way of getting closer to our incredible brands, offering unique experiences, behind-the-scenes access, and awesome perks.
• Digital newspaper subscription to our mastheads.
• Annual gift voucher for Stan subscription.

More info at Nine Careers.

Our Commitment to Diversity and Inclusion:

We're committed to a safe, respectful and inclusive Nine. From day one, you'll be encouraged to bring your whole self to work and will be supported to perform at your best.

We encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, and of all ages, genders, nationalities, backgrounds and cultures as we recognise the importance and value of diverse perspectives. Should you require any adjustments to the recruitment process, please advise us when you apply.

Work rights: Please note to apply for this role you must already have the right to lawfully work and live in Australia.