Service Desk Analyst - GPC Asia Pacific

About the role

Genuine Parts Company (GPC) Asia Pacific is hiring a full-time IT Service Desk Analyst in Rowville. You will report to the IT Service Desk Manager and provide first-level support for IT services and business applications to GPC's network of stores, warehouses and support offices across 400+ locations in Australia, New Zealand and South East Asia, during core business hours of 6am to 7pm, Monday to Sunday. The role involves close collaboration with IT Management teams to keep IT services running.

Key responsibilities

• Provide first-level support for incidents and requests received by phone, email, voicemail and walk-ups.
• Monitor support queues and handle calls and tickets within agreed SLA timeframes.
• Aim for first-call resolution and escalate issues needing further support.
• Identify, document and escalate high-priority and major incidents so critical services can be restored quickly.
• Troubleshoot device, software and web-application issues in line with ITIL practices.
• Liaise with internal stakeholders and third-party vendors to meet business needs and keep service satisfaction high.
• Create and maintain knowledge-base articles and follow GPC Asia Pacific procedures and policies.

Required profile

• Positive, customer-focused mindset with a strong can-do attitude and ownership of outcomes.
• Thrives in a fast-paced environment and adapts to changing priorities.
• Team player who can also work independently, builds good relationships with customers, colleagues and vendors, and is professional and reliable.
• Process-oriented with a continuous improvement mindset, using initiative, problem-solving and sound judgement.

Required skills

• Advantageous: Microsoft Windows 11 and macOS support, Microsoft 365 and user administration with Active Directory and Entra ID.
• Advantageous: Mobile device management with Microsoft Intune and Company Portal, Remote Desktop Services, retail POS systems, WMS and financial systems.
• Advantageous: supply chain industry experience, and exposure to ZOS and AIX environments.

What we offer

• Excellent salary and free onsite parking (Rowville location).
• Initial full-time onsite training and a hybrid arrangement of 2 days working from home and 3 days in the office.
• Career development and progression.
• Staff discounts across the GPC group, private health insurance discounts and an employee assistance program.
• A safety-conscious workplace, paid volunteer leave, and parental leave top-up allowance.