It Support Analyst

**Introduction**:
About CES

We believe there is a better way to recycle that positively impacts individuals, communities, and the environment. Our mission is to increase recycling rates, rid the world of drink container litter, and empower community participation in an accredited circular economy.

We provide services and technology to enable the circular lifecycle of a drink container, from purchase to collection, through to recycling and remanufacturing. Our services include IT technology, payments, brand experience, customer support, and materials trading.

Container Exchange Services (CES) is a joint venture between Coca-Cola Europacific Partners and Lion that was established to provide scalable and sustainable solutions for Container Deposit Schemes (CDS) in Australia and around the World. We power one of Australia's largest recycling programs: Containers for Change.

As an organisation, we are in our forth successful year of operation having grown rapidly in revenue and people. The business is undergoing massive growth through our existing recycling schemes and expanding into new states.

**Description**:
About the role

This is a great opportunity to contribute to and work with an organisation making a difference in recycling and circular economy space with exponential and rapid growth plan.

The purpose of this role is to provide IT Service Desk Level 1 & 2 support of day-to-day technical and functional support to CES Ltd end-users. The role will respond to queries, resolve incidents and problems, and perform root cause analysis on information technology and business functional issues. Your will need to be able to monitor the team, train, implement new services and work really close with the Manager to ensure the team performance is outstanding.

**Skills and Experiences**:
**Some of the key deliverables of the role**:

- Proactive Management and ownership of level 1 and 2 incidents and requests to provide a positive client experience
- Document customer issues in ticket tracking system timely and accurately to achieve KPI and SLA
- Coordinating and implementing software and hardware installations, upgrades and maintenance - POS, Laptops, Printers, Video Conferencing, Network
- Complying with the company's security and compliance requirements
- Assist in the management of relationships with approved suppliers
- Creating and updating Knowledge Based documentation
- Flexible and able to work a rotating roster Monday to Saturday 0800AM - 2000PM (Times and Dates may vary)
- Field Service, occasional site visits, interstate travel for POS support and maintenance of key services
- Inbound and outbound phone coverage
- Setup and remove system access for onboarding/offboarding
- Conduct daily health checks and escalate as appropriate
- Provide Technical Support to project as required

**Skills and experience required for the role**:

- Minimum 2 years experience working as an IT Support / Service Desk Analyst / Desktop Support / Application Support or similar role
- Solid working knowledge of current IT technologies, across a wide variety of technical disciplines including Azure AD, Oracle ERP, Windows 10, Microsoft Stack and o365 Admin, Apple products, Laptops, printers and peripherals
- Excellent problem-solving and troubleshooting skills
- Demonstrated experience in providing customer service with an enthusiastic and positive approach, "Can do" Attitude.
- Strong verbal, written communication and phone etiquette skills.
- Relevant qualifications in computer science or other fields
- Ability to assess processes, systems and data
- Experience in Incident Management

$65K base plus super plus bonus

Your resilience, agility, and ability to work in a fast-paced and ever-changing environment will see you succeed in this role.