Job Description

As a Level 1 Support Analyst, you’ll be the first point of contact for IT support across Bapcor’s store network, support offices and distribution centres. You’ll deliver outstanding service, resolve technical issues efficiently, and contribute to building a high‑performing, customer‑centred IT support workplace.

This is an entry‑level role suited to someone enthusiastic, proactive, and eager to grow in the IT support space.

What You will do:
Deliver exceptional customer service across all IT support interactions.
Answer and resolve Level 1 support calls, emails and self‑service incidents in line with KPIs.
Aim to resolve 80% of all Level 1 tickets within 15 minutes.
Perform triage on incoming requests and escalate complex issues where necessary.
Log all incidents and requests accurately in ServiceNow.
Provide face‑to‑face support at the Mt Waverley “IT Service Bar” when required.
Contribute to creating and maintaining Knowledge Base articles.
Participate in rotating shifts, on‑call rosters and public holiday support as needed.

📌 It Support Analyst Level 1 Mount Waverley
🏢 Bapcor
📍 Mount Waverley