Service Desk Analyst – Full‑time Hybrid Role

About the role

The Service Desk Analyst will provide first‑level IT support for GPC Asia Pacific’s network of stores, warehouses and offices across Australia, New Zealand and South East Asia. The role operates during core business hours (6 am‑7 pm, Monday‑Sunday) and works in a hybrid environment (2 days remote, 3 days onsite).

Key responsibilities

• Receive and resolve incidents and service requests via phone, email, voicemail and walk‑ups, aiming for first‑call resolution.
• Monitor support queues, adhere to SLA timeframes, and escalate high‑priority or major incidents.
• Troubleshoot devices, software and web‑applications following ITIL practices.
• Liaise with internal stakeholders and third‑party vendors to maintain service quality.
• Create and maintain knowledge‑base articles.

Required profile

• Customer‑focused mindset with a strong “can‑do” attitude.
• Ability to take ownership, work independently and thrive in a fast‑paced environment.
• Strong team player who builds positive relationships with customers, colleagues and vendors.
• Process‑driven with a continuous‑improvement mindset.

Required skills

• Microsoft Windows 11 and macOS support.
• Microsoft 365 application support and user administration (Active Directory, Entra ID, Microsoft 365).
• Mobile device management using Microsoft Intune and Company Portal.
• ITIL‑based service management framework.
• Remote Desktop Services (RDS) environments.
• Retail POS hardware/software, Warehouse Management Systems and Financial Systems.
• Exposure to Mainframe (ZOS) and PSeries (AIX) platforms.

What we offer

• Excellent salary and free onsite parking.
• Private health insurance discounts and staff discounts across the GPC Asia Pacific group.
• Employee assistance program, parental leave top‑up, paid volunteer leave.
• Career development and progression opportunities.