It Service Desk Analyst

IT Service Desk Analyst

**This is a place for talent**

No matter your background or personality, if you bring a passion, and a drive to do your very best, you are welcomed here. We know that our people do their best work when there are diverse opinions and everyone feels valued and included. Because an inclusive workplace not only means people feel empowered, it also helps build a stronger business where great things happen.

Where a role is advertised as full-time, Charter Hall operate a flexible working environment and would be open to discussions on how this role could be performed.

**What you'll be doing**
- **IT Learning & Development**:Empower employees to be their very best selves by showing them how to get the most out of their tools and drive genuine insights that enable improved ways of working.
- **Monitoring & Event Management**: Identify, respond to and act on reported events in a timely fashion before they result in lost productivity or friction for employees and customers.
- **IT Service Desk**: Provide a frictionless experience to our people when they have a technology issue or new request.
- **IT Governance, Risk & Compliance**: Proactively manage risk, enforce necessary controls and meet legal and compliance requirements in operations and initiatives.

**Challenges**
- Small team / busy role
- Fast paced, dynamic and flexible environment
- Numerous, varied incidents and requests to manage which makes it difficult at times to quickly identify issues
- Wide range of internal and external stakeholders across multiple geographically distributed locations
- Rapidly changing technologies

**Your Key Relationships**

Internal stakeholders: IT Team, all areas of Charter Hall (including remote locations and state offices)

External stakeholders: Vendors and partners - e.g. Telstra, Ricoh, Logicalis, Secure Agility, Service Line Solutions and ServiceNow

**What we're looking for**

**Experience**
- Experience in partnering with 3rd party vendors and IT service providers
- Solid understanding of the core ITIL processes (ITIL certified preferred)
- Demonstrated ability to drive a strong customer focus and "Culture of Service" within IT teams
- Track record of building stakeholder trust with the ability to challenge positively and prioritise effectively
- Experience using ServiceNow (highly desirable)
- Tertiary qualified (highly desirable)

**Personal Attributes**
- **Curious**:Fascinated by how the world, Charter Hall and those who put their futures in our hands are changing. Deeply listens to others' needs and enthusiastically experiments with ways of innovating in a disciplined and purposeful way.
- **Passionate**: An unabating and infectious enthusiasm, even when faced with ambiguity or pressure, to deliver outcomes for Charter Hall through exceptionally designed solutions.
- **Relatable**:Builds trust with our people and customers and can translate highly technical concepts into concise, what's-in-it-for-me messages, that speak to what we do and who we do it for.
- **Proactive**: Solves high impact issues before they turn into problems and looks to solve for root causes. Delivers agreed outcomes with integrity and a high standard of ethics.
- **Resilient**:Knows that delivering frictionless experiences is truly difficult and often without thanks but ensures the team is confident of their value and knows when to say 'no' or 'not now'.

**A spirit of shared success**

Together, our efforts shape the success of our customers and communities for years to come. That spirit of shared success is just as important for our people. And, it's not just something we say. Our employees are literally invested in our business - as shareholders.

**Learning**

On-the-job experiences. 24/7 online learning. Conversation series. Peer to peer coaching. Study leave and financial assistance. LinkedIn Learning.

**Well-being**

Sonder 24/7 EAP. Tuesday breakfasts. Well-being leave. Monthly Gather events. End of Trip facilities. WELL-accredited workplaces. Flu vax. Well-being speakers, resources and events.

**Wealth**

Short and long-term incentives. Salary continuance and crisis insurance. Employee securities. Discounted gym memberships and fitness wearables. Free health checks. Salary packaging. Discounted Qantas Club membership. Accor hotel discounts.

**Family**

16 weeks paid primary carers leave. 4 weeks secondary carers leave. Support for parental transition. School holiday programs.

**Leave**

Thank you day. Birthday leave. Purchased leave. Career breaks. Well-being leave. Volunteer leave.

**Community**

Pledge 1%. Volunteer leave. Community spaces. National partnerships. Workplace giving. Dollar matching.

To learn more about us visit our LinkedIn page

Job ID R2776