Service Desk Analyst

The Opportunity

At APA, our purpose is to secure Australia's energy future. We're not doing it alone. We're doing it with our customers and communities as Australia's energy infrastructure partner, a role our unique experience and expertise positions us to play.

Level 1 Service Desk Analyst - Job Overview

As a Level 1 Service Desk Analyst, your role is to deliver phone based technical support, troubleshooting across end user devices, applications and services. You'll resolve complex issues and drive process improvements to improve user experience and overall support operations.

Key Responsibilities:

• Advanced Technical Support: Troubleshoot and resolve and escalate issues when required to other technology teams.
• Collaboration: Work closely with TechBar Level 2 operators to ensure proper escalation and quick resolution of incidents.
• Incident Prevention: Support the Analysis root causes of recurring issues, implement solutions, and create knowledge base articles to reduce future incidents.
• Knowledge Management: Keep documentation up-to-date and continuously expand the knowledge base to improve service desk efficiency.
• Customer Service Excellence: Provide exceptional support with a focus on first-call resolution and clear communication.
• Policy Adherence: Follow established procedures, SLAs, and IT support standards to deliver high-quality service.
• On-Call Rotation: Participate in on-call duties for 24/7 coverage.
• Office Availability: Available for in-office work 2 days a week.

Technologies Supported:

• Microsoft OS: Windows 10/11
• Microsoft Exchange/O365: Email and Office Suite support
• Active Directory/Azure AD: User management & MFA
• iOS: Apple device support
• MDM: Mobile device security and management
• Zscaler: Network security
• AV/VC Hardware: Audio/visual and video conferencing support
• ServiceNow: Ticketing system experience

Working at APA

At APA we're committed to fostering a safe and inclusive workplace where you can achieve your best. We'll provide you with access to targeted career development programs, competitive remuneration, employee benefits, flexible working arrangements, and wellbeing programs. We also have an inclusive parental leave policy providing 18 weeks leave including superannuation to support parents at work and in life.

We employ more than 2700 people across Australia and are committed to creating a diverse and inclusive culture, where everyone feels safe, valued, and trusted to do their best every day.

We are APA

APA Group is a leading Australian energy infrastructure business.

We proudly own, operate and manage a diverse $26 billion portfolio of gas, electricity, solar and wind assets which deliver essential services to communities and customers across Australia. And we own more than 15,000 kilometres of gas pipelines which deliver energy to households and businesses across every corner of Australia.

As the partner of choice in delivering infrastructure solutions for the energy transition, we're focused on bundled remote grid energy solutions, electricity and gas transmission, and future energy, including hydrogen and carbon capture and storage.

Our customer centric approach means we understand our customers and offer them reliable, innovative, and cost-effective energy solutions that support their decarbonisation ambitions.

We are committed to securing Australia's energy future by delivering infrastructure solutions for Australia's energy transition and supporting the decarbonisation ambitions of our customers and communities.

Join our team and be part of securing Australia's energy future. We'd love to hear from you.

APA is an equal opportunity employer. The safety, health and wellbeing our people, community and environment a priority. We embrace diversity in our people to ensure our workforce is representative of the communities that we operate in.

Applicants must be eligible to work in Australia to be considered.

This vacancy works with critical APA data, systems or infrastructure and candidates are subject to background vetting (including Police checks) before & during employment.

APA Group will not accept unsolicited resumes from recruitment agencies.

We will contact successful candidates after the closing date.