Service Desk Analyst

Service Desk Analyst

Seed Heritage | melbourne, VIC, AU

Posted 6 days ago

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  • Flexible work arrangements
  • Generous staff discounts
  • Perm. Full Time role with a fast paced, dynamic, growing retail business
  • An exciting opportunity has arisen for a Service Desk Analyst to join the dynamic IT team at Brandbank.
    This role will be responsible for providing responsive and pro-active “first level” incident resolution and service request management for IT applications, software, hardware and network systems, including user administration. You will assist the business in resolution of identified problems with a strong emphasis on providing a high level of customer service.
    You will collaborate with the IT Team to ensure the reliable, efficient, and secure operation of our IT systems and infrastructure across Head Office, Warehouses and our stores network in Australia, New Zealand, Hong Kong & Singapore (500 stores).
  • Using the call management system, log monitor and track all incidents and service requests received.
  • Proactive maintenance of outstanding calls for all queues in IT Service Desk.
  • Incidents and service requests are escalated to internal support teams or external service providers via the Call Management System.
  • Application, software, hardware and network incidents are rapidly diagnosed and resolved.
  • Seek opportunities to improve skill level, knowledge and willingly shares this with the team.
  • Liaise with external service providers to resolve incidents and complete service requests.
  • Identify control, record, report and verify agreed IT service assets within the CMDB including versions as per Service Catalogue.
  • 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.
  • ITIL Certification or relevant experience
  • Relevant Tertiary or Industry Certified qualifications
  • 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
  • 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

    Brandbank was founded on bold creative thinking. We exist to ensure that the entire experience of a brand is brilliantly designed and beautifully connected, and the customer is at the heart of everything we do. Our growing business is built on a house of carefully curated brands, each chosen for a specific reason to deliver rich connections to our customers. Brandbank Group consists of Seed Heritage, French Connection, Allkinds, Commonry, kikki.K & Fine-Day.
  • Generous Staff Discounts!
  • Flexible work arrangements
  • Opportunity to work for a uniquely Australian Retail Group with a global vision
  • Supportive team culture and environment
  • Employee Referral Program – be rewarded for referring great new people to our team

  • If you are highly motivated, thrive on a challenge and are passionate about growing your career and are looking for a new adventure, then we would love to hear from you!  APPLY NOW.
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