Service Desk Support Analyst role

Job Title:Service Desk Support Analyst

Location:Norwest, Sydney New South Wales

Are you looking to accelerate your professional development, build a brilliant career, and thrive in a highly supportive team? Join Inchcape Australia, part of Inchcape's global network. You'll play a key part in delivering great experiences for our customers and colleagues. With lots of interesting opportunities and challenges for you to explore that will take us, and your progression, to the next level.

Our ITdepartment is seeking a Service Desk Support Analystto join our team at Inchcape Norwest.In this role, you will play a key part in providing day-to-day technical support to internal users, ensuring timely resolution of incidents and service requests, and maintaining high standards of customer service . You will troubleshoot hardware and software issues, support internal applications, and ensure incidents are logged, prioritised, and resolved in line with SLAs.

What you'll do:

• Act as the first point of contact for all IT support enquiries, via phone, email, and service management tools
• Provide support for desktop/laptop hardware, operating systems, mobile devices, and software applications
• Build rapport and elicit incident details from service desk customers.
• Prioritise incidents and service requests according to defined processes to meet defined SLAs.
• Set up and maintain user accounts, permissions, and access through Active Directory or similar tools
• Escalate incidents with accurate documentation to suitable technician, when required
• Provide outstanding customer service and clear communication to end users
• Ensure calls to be logged, updated, and closed in call tracking system (all related work, customer interaction and solutions to be recorded)
• Assist with IT projects, system updates, and scheduled maintenance activities

• Desirable experience in a Service Desk or IT Support role.
• Proficient experience troubleshooting skills across  (Windows, IOS, Active Directory, Office365 etc
• Exceptional customer service skills with strong oral and written communication skills.
• A proactive, customer-focused attitude and willingness to learn
• Experience with prioritising support tasks and monitoring outstanding issues
• Adapt to changes in the business and willing to learn new skills.

We offer you

• Supportive Environment: Work alongside a dynamic team committed to your success.
• Career Growth: We're invested in your development and offer ample opportunity for advancement.
• Work-Life Balance: Enjoy a role that balances strategic analysis with day-to-day business support.
• Industry Leadership: Be part of a company that leads the transformation of the automotive distribution industry.

Opportunity for everyone

Inchcape is committed to creating an inclusive and diverse workplace where the power of our differences can be embraced and everyone feels they can belong, be themselves and succeed. Click here to learn more about our commitment to Inclusion and Diversity.

About us

Inchcape is the leading global automotive distributor operating in 38 markets. We partner with some of the biggest brands in the business to sustainably power better mobility today and in the future. Our diverse global team of over 16,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We're a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow. Find out more visit 

Inchcape Australasia employs over 1,300 team members across Australia and New Zealand. Our portfolio includes vehicle distribution for world-renowned brands, market leading fulfilment solutions, exceptional retail experiences, and tailored financial services.