Flexible Service Desk Analyst for Retail Tech Support

Are Media; Sydney; Vor Ort; AUD 65.000 - 80.000; Vollzeit

Benefits dieser Stelle

Flexible work options

Additional paid leave

Paid parental leave

Professional development

Wellbeing program

Exclusive discounts

Inclusive culture

Zusammenfassung

Are Media, a leading omnichannel content company in Australia, is seeking a Service Desk Analyst to join the XchangeIT team in Sydney. You will provide hands-on technical support to newsagents and small retailers, guiding them through solutions and ensuring smooth use of the platform.

Based in Sydney and reporting to the XchangeIT Commercial Manager, you will resolve issues, build retailer relationships and collaborate with technical and commercial teams to maintain service quality.

Qualifikationen

• Experience in technical support, ideally at least one year in a service desk, IT support or similar customer-facing technical role.
• Strong troubleshooting and problem-solving skills, with a good understanding of Windows operating systems and desktop support.
• Excellent communication and customer service skills, with a friendly, empathetic telephone manner and the ability to explain technical solutions in simple terms.
• A proactive, team-oriented approach, with strong attention to detail, confidence using Microsoft Office and the ability to manage multiple enquiries through to resolution.

Aufgaben

• Deliver exceptional technical support to newsagents and retailers via phone and email, troubleshooting issues across the XchangeIT platform, including its EDI application and lottery integration features.
• Build strong customer relationships by providing clear, friendly and proactive support, assisting with onboarding, system setup, training and ongoing platform use.
• Manage technical enquiries from start to finish, maintaining accurate support tickets, resolving issues efficiently and collaborating with internal teams to address more complex challenges.
• Identify opportunities to improve customer experience and operational efficiency by monitoring recurring issues, maintaining accurate records and contributing to improvements in support processes and reporting.

Kenntnisse

Technical support

Troubleshooting

Windows OS

Customer service

Communication

Office software

Tools

Zendesk

EDI systems

Microsoft Office

Jobbeschreibung

Are Media, a leading omnichannel content company in Australia, is seeking a Service Desk Analyst to join the XchangeIT team in Sydney. You will provide hands-on technical support to newsagents and small retailers, guiding them through solutions and ensuring smooth use of the platform.

Based in Sydney and reporting to the XchangeIT Commercial Manager, you will resolve issues, build retailer relationships and collaborate with technical and commercial teams to maintain service quality.