Service Desk Specialist

About the role

Nine, Australia's largest locally owned media company, is looking for a Service Desk Specialist for its IT Service Desk. The desk provides first-level IT support for Metro and satellite sites for internal staff in a time-constrained environment, managing the full life cycle of support calls resolved by IT Support.

Key responsibilities

• Act as the first point of contact for IT issues, receiving, recording and resolving problems so staff stay productive and SLAs are met.
• Monitor and escalate support calls and help maintain the Standard Operating Environment (SOE).
• Contribute to the development of technical documentation and procedures.
• Build positive relationships with colleagues and stakeholders, communicating clearly about issue status.
• Share knowledge and support colleagues in a collaborative team environment.

Required profile

• Outstanding in-person and telephone communication skills.
• Exceptional customer service.
• Ability to work positively and professionally, communicate clearly and keep improving understanding of the IT environment.
• Right to lawfully work and live in Australia.

Required skills

• Experience supporting Windows and macOS environments.
• Support for mobile devices (iOS and Android).
• Knowledge of the Google Productivity suite and Microsoft Office 365.
• Experience with ServiceNow ITSM and Active Directory user management is desirable.

What we offer

• Flexible work options depending on role and team, such as flexible hours, hybrid work or part-time arrangements.
• 18 weeks of paid parental leave.
• Access to the Employee Exclusives programme.
• Digital newspaper subscription to the mastheads and an annual Stan gift voucher.