IT Service Desk Analyst

OUR VISION

To be a successful house of iconic brands offering our customers unique and special experience time and time again. With clearly defined brand strategies we will support the success of our brands with strong centres of excellence.

OUR PURPOSE

We will be a valued business by our customers and our people and make a positive difference in the communities in which we operate and the environment in which we live.

Our values

Respect, Honesty, Integrity, Customer Centric, Innovative, Passionate

Position objective

Provide responsive and pro-active "first level" incident resolution and service request management for IT applications, software, hardware and network systems, including user administration. Assist in resolution of identified problems.

You will collaborate with the rest of the IT Team to ensure the reliable, efficient, and secure operation of our IT systems & infrastructure across Head Offices, Warehouses and 500 Stores in Australia, New Zealand, Hong Kong and Singapore.

Key Responsibilities and Duties (Principal Accountabilities)

PROVIDE QUALITY CUSTOMER SERVICE

• All incidents and service Requests are logged, monitored and tracked using the call management system.
• Regular feedback is communicated to customers regarding Incident and service request status.
• Proactive maintenance of outstanding calls for all queues in IT Service Desk.
• High standard of correctly classified data entered into call management system for accurate reporting.
• Incidents and service requests are escalated to internal support teams or external service providers via the Call Management System.
• Customer complaints are fully addressed and escalated when required.
• Established SLA's and OLA's are met.
• Correct management and escalation of high severity incidents.
• Customer satisfaction will be measured via incident completion rates and the Customer Satisfaction Survey.

PROVIDE QUALITY TECHNICAL SUPPORT

• Application, software, hardware and network incidents are rapidly diagnosed and resolved.
• Ensure Service Requests for applications, software, hardware and network systems and user administration are managed as per established processes.
• Ensure all Service Requests contain the appropriate level of managerial approval.
• Ensure all installed software is appropriately licensed.
• The percentage of incidents resolved at first point of contact will be measured against defined baseline.
• Regular audits of the network environment will be performed to detect unauthorized software.

CONTRIBUTE TO THE CONTINUOUS IMPROVEMENT OF PROCESSES, KNOWLEDGE BASE AND VENDOR RELATIONSHIPS

• Expected level of attendance and quality contribution.
• Training is completed, as defined within the Personal Development Plan.
• Regularly updates knowledge base accurately and maintains currency of information.
• Assists in maintaining the service catalogue.
• Presents improvement initiatives and examples of knowledge base updates at team meetings.
• Liaise with external service providers to resolve incidents and complete service requests.
• Log calls with external service providers in accordance with SLA's.
• Vendor complaint rate will be measured via the vendor survey satisfaction percentage.
• Established vendor SLA breaches are escalated to ICT Operations technical team management.

CONTRIBUTE TO THE EFFECTIVE MANAGEMENT OF IT ASSETS

• Identify control, record, report and verify agreed IT service assets within the CMDB including versions as per Service Catalogue.
• All movement and acquisition of assets are tracked in the CMDB for compliance and audits.
• Proactively maintain the IS Asset process in the CMDB confirming asset details with customers to assist in keeping CMDB up to date.
• Identified unauthorized assets including software installations to be removed for compliance.
• Facilitate the acquisition and installation of hardware and software for customers.
• Securely maintain the IT/IS operational and physical environments in line with corporate security policies, standards and work practices

COLLABORATE EFFECTIVELY WITH THE IT TEAM TO ENSURE EFFORTS ARE ALIGNED TO ACHIEVING TEAM GOALS

• Implement the direction set by the Manager/Coordinator/Supervisor/Team Leader.
• Complete specific tasks allocated.
• Collaborate effectively to ensure team goals are achieved by providing input into decision making and problem solving.
• Demonstrated contribution to agreed engagement and cultural development initiatives within team.

ENSURE SECURITY OF INFRASTRUCTURE AND SYSTEMS

• Securely maintain the IT/IS Operational and physical environments in line with corporate security policies, standards and work practices.

WORK HEALTH & SAFETY

• Demonstrate positive safety behaviors by cooperating and adhering to any reasonable safety instruction, policy or procedure
• Complete WHS induction and any prescribed WHS training.
• Prevent situations that may cause harm to you or others
• Identify and report hazards
• Maintain and leave a clean and tidy workplace
• Report any team member, customer, contractor or visitor injuries to your manager

Knowledge, Skills and Experience Required

Qualifications:

• ITIL Certification or relevant experience
• Relevant Tertiary or Industry Certified qualifications

Experience:

• Previous experience working in a service/help desk role & using a call management system (i.e. Zendesk or JIRA)
• Experience in supporting Windows & Apple desktop environments
• Experience in troubleshooting network environments

Attributes:

• A strong customer service and work ethic
• Excellent analytical and problem-solving skills to enable effective identification and resolution of IT related issues
• Strong understanding of ITIL Service Management
• Effective verbal and written communication skills
• Sound knowledge of Microsoft Office products