Service Desk Analyst – Full Time

About the role

The Service Desk Analyst provides first‑level IT support for GPC Asia Pacific’s network of stores, warehouses and offices across Australia, New Zealand and South East Asia. You will work within a hybrid environment, collaborating with IT management to keep services running smoothly during core business hours.

Key responsibilities

• Receive and log incidents and service requests via phone, email, voicemail and walk‑ins.
• Monitor queues, meet SLA targets and deliver first‑call resolution where possible.
• Escalate high‑priority or major incidents to ensure rapid restoration of critical services.
• Troubleshoot devices, software and web‑applications following ITIL practices.
• Maintain knowledge‑base articles and document resolutions.

Required profile

• Customer‑focused mindset with a proactive, can‑do attitude.
• Ability to work independently and as part of a fast‑paced team.
• Strong ownership, accountability and continuous‑improvement orientation.

Required skills

• Support for Microsoft Windows 11 and macOS.
• Microsoft 365 application support and user administration (Active Directory, Entra ID).
• Mobile device management via Microsoft Intune and Company Portal.
• Experience with Remote Desktop Services, POS hardware/software, and Warehouse Management Systems.
• Familiarity with ITIL‑based service management and mainframe (ZOS) or AIX environments.

What we offer

• Competitive salary and free onsite parking.
• Hybrid work model (2 days WFH, 3 days in office).
• Staff discounts, private health insurance discounts and employee assistance program.
• Parental leave top‑up, paid volunteer leave and a safety‑focused environment.