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Service Desk Analyst

3 months ago

North Shore, Australia Special Broadcasting Full time

At SBS, we embrace difference and we welcome applications from people of all backgrounds.

We also acknowledge the unique contribution that Aboriginal and Torres Strait Islander peoples make to our society and our workplace through their enduring and continued connection to land, sea, sky and community.

About Us

SBS is one of the world's most unique and innovative media organisations, producing trusted, meaningful and engaging content that exists for all Australians to inspire, support and celebrate the diversity of our multicultural society. 

Our purpose, for the last 49 years, has reflected and explored the evolving diversity of Australia, investing in initiatives to deepen its connections with communities, sharing their stories and giving a voice to those often unheard, with the aim of increasing understanding and respect of the differences that make up Australia.

SBS is a truly distinctive network, showcasing multicultural, multilingual and First Nations stories otherwise untold in the Australian media.

The Role

We are looking for a customer-focused and problem-solving Service Desk Analyst to join the Service Desk team. This is a role that will see you delivering customer service excellence by ensuring process is followed correctly and excellent attention to detail in issue communication and resolution. You will be working with a close-knit and friendly team in ensuring all Service levels and KPI’s for the Service Desk team are met. The team provides a 24/7 support service which means everyone works on a rotating roster cycle (Monday to Saturday onsite), as well as an on-call roster outside of on-site hours. Some of the duties of the role include:

  • Providing frontline IT support utilising different technologies to provide end-user support (web, email, phone, face-to-face). Employees at SBS work across PC and Mac. The support includes hardware deployment/replacement, software upgrades, SOE re-imaging.
  • Performing basic system administration and support functions for the SBS user environment. Including (but not limited to) security, data integrity and recovery, system monitoring, operational checklists, control of the printing environment and user administration. Support of SBS business applications (i.e. Microsoft Office, Windows, Office365, IBMS, Dalet)
  • Maintaining and using the Helpdesk database effectively â which included creating and updating the system and process documentation for SBS office information systems.
  • Working with 3rd party vendors and internal support teams to support the SBS Computer environment.

About You

We are looking for someone who can demonstrate a passion for customer service, someone who is a great team player and is motivated by resolving problems, You’ll be someone who is keen to grow both professionally and personally within the organisation. The team isn’t big so you’ll need to have great time management skills and juggle multiple priorities. You will be able to engage with people across all level in the organisation who will all want their issues fixed first You will have excellent communication skills with the ability to communicate well in technical terms as well as being able to talk to people with no technical experience.  

This is not an entry-level role and requires some level of previous technical experience, so you’ll need to come with demonstrated experience in:

  • Windows 10 and Apple Mac OS experience, with the ability to support these operating systems with a variety of issues
  • Three years previous experience in a Technology support team environment desirable but not essential.
  • Experience with IT Service Management processes and methodologies including ITIL
  • Available to work on a shift rotation and respond to after hour calls to meet the needs of SBS’s 24 hours per day 7 day per week operation Sydney based role, with capability to work in SBS remote sites as required.
  • ITIL V3 Foundation Certificate, desirable however not essential
  • Broadcast experience is desirable however not essential
  • Service Now experience is desirable however not essential

Some of the reasons to consider working with us:

  • The people a genuine sense of feeling included (we truly celebrate and welcome difference) and being part of one of the most inclusive companies in Australia  
  • The culture and the engagement of our workforce, we are proud to have an employee engagement score of 82% with low levels of employee turnover.   
  • A brand that is not only recognisable but trusted and established, we have been broadcasting for over 49 years and we’re not done yet 
  • We offer a range of benefits from, health care checks, salary packaging, Employee Assistance Programme, flexible work arrangements and discounted gym membership nationally with FitnessPass. 
  • We also love to promote from within we have allocated funds to do just that and help with training gaps when moving from role to role. 

Want to learn more? Then hit apply and take the first step to applying not just for another job but a possible whole new career in a purpose led organisation

For other opportunities within our organisation please visit our careers website SBS Careers - Working at SBS

Reasonable adjustments

SBS recognises that everyone is unique, and you might require some adjustments to ensure you have the best opportunity to apply and put your skills forward for consideration. If we can make some adjustments to the SBS recruitment/interview process to better enable you to shine, then please contact careers@sbs.com.au and let us know.

Adjustments may include but are not limited to; alternative application methods, interview setups, physical requirements, guidance for trans or gender diverse applicants, specific interview availability times and more.

We are shortlisting applications as they come in, so don’t delay apply today 

Job Description