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Service Desk Analyst
3 months ago
WHY WORK FOR PICKLES
- Hybrid work
- Stable and positive workplace team and culture
- Training and development provided
ABOUT THE ROLE
We’re looking for a customer service focused IT Service Desk Analyst to join our Service Desk team where you will be responding to and assisting with frontline IT enquiries for our internal teams and external customers. This could also be an entry level role for someone who has completed tertiary study in IT and is interested in starting their career in IT operations.
This role is working Monday – Friday (40 hours per week, 8:00am – 5:00pm with a 1 hour break) and can be performed partially remotely from home with 2 days per week in our Sydney office on Pitt Street. During the induction and training period which would be approximately 4 weeks, there would be an increased amount of days in the office for training and observation with team members required before the successful applicant could transition to working remotely.
Your key responsibilities will include:
- Provide essential remote desktop support for IT Service Desk incidents using our ticketing management system (ServiceNow)
- Identify and diagnose issues and problems end user computing, networking, storage, applications and infrastructure
- Categorise and record reported queries and provide solutions
- Ensure end to end service delivery for digital workplace devices and their enablement
- Monitor issues from start to resolution
- Manage escalations effectively ensuring a timely resolution and appropriate customer communications
ABOUT YOU
To be successful in this role, you will need to have the following skills and experience:
- Strong written, verbal communication and customer service skills
- Probe and troubleshoot entry-level IT issues and ability to escalate to appropriate team
- Basic knowledge or understanding of Active Directory - creating new users, roles , password reset and adding devices to domain
- Understanding of basic troubleshooting for hardware and software such as laptops, monitors, docking, cabling, software installation and removal, printer set up, Windows OS, Cisco and Zoom phone and basic networking
- Good basic working knowledge of Microsoft Windows, MS Office and any other common desktop tools
- Ability to work responsibly without direct supervision once trained
- Knowledge of ITIL and MacOS (desirable)
- Previous experience working with a Helpdesk ticketing system such as ServiceNow (desirable)
WHAT’S IN IT FOR YOU
- Training & Development– On the job training to make you an expert in your area, internal career pathing opportunities, and study assistance options to help you complete a course or qualification.
- Community & Wellbeing – Pickles proudly support local events and charities, enjoy paid volunteer leave and access our employee assistance program for you and your family.
- Reward & Recognition – Cash vouchers & recognition awards for doing great work and celebration of long service.
ABOUT PICKLES
In a world of uncertainty, we are continuing to innovate the way consumers and businesses can sell, auction and purchase a wide range of cars, recreational goods, industrial equipment and machinery and damaged stock. Our mission is to create trusted marketplaces where everybody wins by delivering value through relationships, simplicity and expertise. Our culture is truly unique - there is genuine mateship, loyalty and passion. We proudly employ over 800 employees across 22+ locations in Australia and Malaysia. Choose to further your career with Pickles and become a trusted and valued expert in your field with us today
If this position sounds like you, send your up dated resume to us now by clicking the APPLY NOW button. Only suitable candidates will be contacted. Reference checks and criminal history checks will be conducted for the successful candidate.
Visit our website at www.pickles.com.au
