Job Description

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IT Service Desk Analyst

Advertiser: Active Display Group2.9 out of 52.9 overall rating (19 employee reviews) More jobs from this company

Job Information

Job Listing Date
1 Dec 2019
Location
Melbourne, Bayside & South Eastern Suburbs
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

IT Service Desk Analyst

  • Fantastic opportunity to grow your IT skills and develop your IT career
  • Great culture and friendly supportive team environment
  • January 2020 start

About Us

We are Active Display Group, a subsidiary of WPP, which operates globally in 112 countries with 200,000 employees and turnover exceeding $20billion pa. 

We are Australia’s most awarded industry leader with over 160 awards recognising best practice, innovation and excellence in retail. We employ more than 500 staff across 13 strategically positioned locations within Australia and Asia.

Through in-house and off-shore manufacturing, the support of leading digital technologies and our partner agencies across the WPP Group, we are focused on delivering the most immersive in-store Shopper experiences for every one of our customers.

About the Role

Start the New Year with a refreshed start to your career!

We have an exciting full-time opportunity for a hands-on internal IT Service Desk Analyst to provide technical assistance to our employees.

Reporting to the Head of IT, you will be responsible for responding to user inquiries, assessing problems and issues with IT equipment and applications in person, via telephone or electronically and helping to resolve these issues for users.

This role is ideal for someone that has recently started in the industry and after 2-3 years experience is now ready for their next step to tackle responsibilities including, but not limited to:

  • Answer internal clients/staff’s user inquiries regarding computer software or hardware operation to diagnose and resolve problems in a timely manner providing consistently excellent customer service at all times, maintain records of all daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support and escalate as needed.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software following Active’s Std SOE.
  • Develop training materials and procedures and educate users in the proper use of hardware or software as part of the new employee’s induction program or when needed.
  • Prepare evaluations of software or hardware and recommend improvements or upgrades.
  • Confer with staff, users, and management to establish requirements for new systems or modifications.

The role will service all 3 of our Melbourne sites (Keysborough, Mulgrave and Dandenong South) and will work from Keysborough x3 days per week, Mulgrave x2 days per week and x1 per fortnight from Dandenong South, so the understanding and ability to be flexible to accommodate this requirement is essential.

The successful candidate must be comfortable building and maintaining strong business relationships at all stakeholders’ levels; therefore, a demonstrated proficiency in the English language and strong interpersonal and communication skills (written and verbal) is a must. A helpful, dynamic, outgoing and personable style in this hands-on role will also definitely assist you when interpreting business and individual requirements and translating them into solutions.

About you

To be able to be considered for this role, you will need to demonstrate the following:

  • 2-3 years of industry experience working in a Managed Service and/or Helpdesk Environment – ideally exposure to active directory accounts, Microsoft 365, laptop troubleshooting, Samsung and iPhone troubleshooting.
  • Proven ability to build and maintain effective and collaborative relationships to provide continued excellent customer service.
  • Proven experience building laptops and desktops.
  • Relevant tertiary qualification.
  • Excellent written and verbal communication skills – ideally worked in phone-based customer service roles previously.
  • Can-do attitude, able to take the initiative and be in control under pressure.
  • Accuracy and attention to detail.

This position offers the unique opportunity to work closely with a range of 'A' list clients, so if you enjoy working in sales in a fast-paced environment and want to gain premium exposure to retail merchandising display projects then Apply Now!

Previous applicants don't need to apply.

Please note that due to a high volume of applications, only shortlisted applicants will be contacted (no recruitment agencies please).

Eligible applicants must be a Permanent Resident or have legal rights to work in Australia.

About Us

We are Active Display Group, a subsidiary of WPP, which operates globally in 112 countries with 200,000 employees and turnover exceeding $20billion pa. 

We are Australia’s most awarded industry leader with over 160 awards recognising best practice, innovation and excellence in retail. We employ more than 500 staff across 13 strategically positioned locations within Australia and Asia.

Through in-house and off-shore manufacturing, the support of leading digital technologies and our partner agencies across the WPP Group, we are focused on delivering the most immersive in-store Shopper experiences for every one of our customers.

About the Role

Start the New Year with a refreshed start to your career!

We have an exciting full-time opportunity for a hands-on internal IT Service Desk Analyst to provide technical assistance to our employees.

Reporting to the Head of IT, you will be responsible for responding to user inquiries, assessing problems and issues with IT equipment and applications in person, via telephone or electronically and helping to resolve these issues for users.

This role is ideal for someone that has recently started in the industry and after 2-3 years experience is now ready for their next step to tackle responsibilities including, but not limited to:

  • Answer internal clients/staff’s user inquiries regarding computer software or hardware operation to diagnose and resolve problems in a timely manner providing consistently excellent customer service at all times, maintain records of all daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support and escalate as needed.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software following Active’s Std SOE.
  • Develop training materials and procedures and educate users in the proper use of hardware or software as part of the new employee’s induction program or when needed.
  • Prepare evaluations of software or hardware and recommend improvements or upgrades.
  • Confer with staff, users, and management to establish requirements for new systems or modifications.

The role will service all 3 of our Melbourne sites (Keysborough, Mulgrave and Dandenong South) and will work from Keysborough x3 days per week, Mulgrave x2 days per week and x1 per fortnight from Dandenong South, so the understanding and ability to be flexible to accommodate this requirement is essential.

The successful candidate must be comfortable building and maintaining strong business relationships at all stakeholders’ levels; therefore, a demonstrated proficiency in the English language and strong interpersonal and communication skills (written and verbal) is a must. A helpful, dynamic, outgoing and personable style in this hands-on role will also definitely assist you when interpreting business and individual requirements and translating them into solutions.

About you

To be able to be considered for this role, you will need to demonstrate the following:

  • 2-3 years of industry experience working in a Managed Service and/or Helpdesk Environment – ideally exposure to active directory accounts, Microsoft 365, laptop troubleshooting, Samsung and iPhone troubleshooting.
  • Proven ability to build and maintain effective and collaborative relationships to provide continued excellent customer service.
  • Proven experience building laptops and desktops.
  • Relevant tertiary qualification.
  • Excellent written and verbal communication skills – ideally worked in phone-based customer service roles previously.
  • Can-do attitude, able to take the initiative and be in control under pressure.
  • Accuracy and attention to detail.

This position offers the unique opportunity to work closely with a range of 'A' list clients, so if you enjoy working in sales in a fast-paced environment and want to gain premium exposure to retail merchandising display projects then Apply Now!

Previous applicants don't need to apply.

Please note that due to a high volume of applications, only shortlisted applicants will be contacted (no recruitment agencies please).

Eligible applicants must be a Permanent Resident or have legal rights to work in Australia.

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • How many years' experience do you have as a service desk analyst?
  • Do you have customer service experience?
  • What's your expected annual base salary?
  • Do you have experience working in a technical support role?
  • The role may require some travel between our 3 Melbourne sites, are you ok with this? Do you have your own car and current Driver's Licence?
  • What qualifications do you have relevant to what is needed in this role?
  • When ar e you able to start?

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