The purpose of our
Full Time IT Service Desk
Analyst
role is to ensure that our
automotive client
network of stores, warehouses and support offices across 400+ locations in Australia, Recent Zealand and South East Asia, receive 1st Level support for IT Services and Business Applications during our core business hours of 6am to 7pm, Monday to Friday.
Reporting to the IT Service Desk Manger, you will:
Ensure IT Services are supported and maintained.
Provide day-to-day 1st level IT Service Desk support to users via phone and IT Self Service Portal
Record and update incidents and service requests utilising Service Now in alignment with SLA guidelines
Monitor telephone queues and answer calls within SLA guidelines
Provide first call resolutions to incoming calls where possible using knowledge base articles
Identification and escalation of High Priority incidents as required
Mandatory Technical Skills:
Microsoft Operating System support (Windows 10 & 11)
Microsoft Office Application support
User administration using Active Directory,



etc.
Experience in the following areas would be advantageous:
Delivery of support within an ITIL framework
Applications deployed via Citrix
Lotus Notes and Office 365
Mainframe (ZOS) and PSeries (AIX) operating systems
Retail Systems including Point of Sale equipment
Warehouse Management Systems and Financial Systems
Supply chain industries (retail, wholesale, distribution, transport)
To be successful in this role you will need to demonstrate the following:
A positive and 'Can do' attitude to work
Be a dedicated team player with high customer focus and excellent communication skills
Some flexibility in working hours
Be able to build and maintain positive relationships with other staff, users and suppliers
Be able to work independently and to use initiative and judgement to solve problems effectively and achieve results
#J-*****-Ljbffr

📌 Service Desk Analyst (Melbourne)
🏢 GRANITE GROUP
📍 Melbourne