Service Desk Analyst

SBS; Sydney; On-site; AUD 70,000 - 75,000; Full time

Job summary

SBS in Sydney is seeking a Service Desk Analyst to join the Service Desk team, delivering frontline IT support for SBS staff across PC and Mac, with a focus on clear communication and efficient issue resolution.

You will operate in a 24/7 environment on a rotating roster (Mon–Fri 8am–8pm) and participate in after-hours on-call support. This is not an entry-level role and requires previous technical experience in IT support and familiarity with ITIL practices.

Qualifications

• Not an entry-level role; requires demonstrable experience in a technology support environment.
• Experience with Windows 10/11 and Apple Mac OS.
• Familiarity with IT Service Management processes and ITIL recommended.
• Availability to work on a rotating shift and respond to after-hours calls for a 24/7 operation.

Responsibilities

• Provide frontline IT support across web, email, phone, and face-to-face channels for SBS users (PC and Mac).
• Perform basic system administration tasks including security, data integrity, recovery, monitoring and user administration.
• Maintain Helpdesk documentation and collaborate with 3rd party vendors and internal teams.

Skills

Frontline IT support

Windows 10/11

Mac OS

ITIL

ServiceNow

Shift work

Customer service

Communication

Tools

ServiceNow

Job description

Deliver Customer excellence for IT Support for Australia's most diverse and distinct broadcaster!

At SBS, we embrace difference and welcome applications from people of all backgrounds.

We acknowledge the unique contribution Aboriginal and Torres Strait Islander peoples make to our society and workplace, and their enduring connection to land, sea, sky and community.

This role is classified as Level 2 Business Support(with annual base salary range of $70,286 to $75,000) under SBS Australia's current Enterprise Agreement. The successful applicant will be offered remuneration that is commensurate with their skills and experienceand in alignment with this framework.

The Role

Reporting to the Technology Support Manager

We are looking for a customer-focused and problem-solving Service Desk Analyst to join the Service Desk team. This is a role that will see you delivering customer service excellence by ensuring process is followed correctly and excellent attention to detail in issue communication and resolution. You will be working with a close-knit and friendly team to ensure all Service levels and KPI’s for the Service Desk team are met. The team provides a 24/7 support service which means everyone works on a rotating roster cycle covering Monday to Friday 8am to 8pm, as well as an on-call roster outside of on-site hours.

Key Responsibilities

• Providing frontline IT support utilising different technologies to provide end-user support (web, email, phone, face-to-face). Employees at SBS work across PC and Mac. The support includes hardware deployment/replacement, software upgrades, SOE re-imaging.
• Performing basic system administration and support functions for the SBS user environment. Including (but not limited to) security, data integrity and recovery, system monitoring, operational checklists, control of the printing environment and user administration. Support of SBS business applications (i.e. Microsoft Office, Windows, Office365, IBMS, Dalet)
• Maintaining and using the Helpdesk database effectively – which included creating and updating the system and process documentation for SBS office information systems.
• Working with 3rd party vendors and internal support teams to support the SBS Computer environment.

About you

We are looking for someone who can demonstrate a passion for customer service, someone who is a great team player and is motivated by resolving problems, you will be someone who is keen to grow both professionally and personally within the organisation. The team isn’t big, so you’ll need to have great time management skills and juggle multiple priorities. You will be able to engage with people across all levels in the organisation who will all want their issues fixed first! You will have excellent communication skills, with the ability to communicate well in technical terms as well as being able to talk to people with no technical experience.

This is not an entry-level role and requires some level of previous technical experience, so you’ll need to come with demonstrated experience in:

• Windows 10, Windows 11 and Apple Mac OS experience,with the ability to support these operating systems with a variety of issues
• Three years previous experience in a Technology support team environment desirable but not essential.
• Experience with IT Service Management processes and methodologies including ITIL
• Available to work on a shift rotation and respond to after hour calls to meet the needs of SBS’s 24 hours per day 7 day per week operation Sydney based role, with capability to work in SBS remote sites as required.
• ITIL V3 Foundation Certificate, desirable however not essential
• Broadcast experience is desirable however not essential
• Service Now experience is desirable however not essential

For more details, read the Job Description attached at the end of this job advertisement.

As part of our recruitment process, SBS may conduct reference checks and review information that is publicly available online, including social media profiles, in line with privacy and anti-discrimination laws. If we collect information from any other sources, candidates will be notified in line with privacy laws.

We recognise that candidates may use AI tools to support application drafting. While AI may assist with structure, clarity or grammar, submissions should reflect your own experience and judgement. AI tools must not be used during interviews or assessment tasks unless permitted by SBS. You remain responsible for the accuracy and originality of the information you provide throughout the recruitment process.

The Department

SBS Technologycan be thought of as the'engine room' of SBS. Our primary role is to enable and support production, distribution, and transmission of content across television, radio, and online platforms. Our teams achieve this by working collaboratively to design innovative solutions and deliver end-to-end services for our business stakeholders.

Some of the reasons to consider working with us

• The people! We truly celebrate and welcome difference at SBS and encourage everyone to bring their whole self to work & you’ll be part of one of the most inclusive companies in Australia!
• The culture and the engagement of our workforce! 90% of our employees have stated that they are proud to work for SBS!
• We offer a range of benefits from health care checks, salary packaging, Employee Assistance Programme, flexible work arrangements and discounted gym membership nationally with Fitness Passportprogram!
• We’re agile and innovative in the way we work, as well as being a trusted and established brand. At SBS we have been broadcasting for 50 + years and our future is packed with many more exciting developments!
• We also love to promote from within! Our divisions support development opportunities to help team members grow and move into new roles.

For other opportunities within SBS please visit our careers website SBS Careers - Working at SBS

About SBS

SBS is one of the world's most unique and innovative media organisations, producing trusted, meaningful, and engaging content that exists for all Australians to inspire, support and celebrate the diversity of our multicultural society.

Our purpose, for the last 50+ years, has reflected and explored the evolving diversity of Australia, investing in initiatives to deepen its connections with communities, sharing their stories and giving a voice to those often unheard, with the aim of increasing understanding and respect of the differences that make up Australia.

SBS is a truly distinctive network, showcasing multicultural, multilingual and First Nations stories otherwise untold in the Australian media.

Reasonable Adjustments

SBS recognises that everyone is unique, and you might require some adjustments to ensure you have the best opportunity to apply and put your skills forward for consideration. If we can make some adjustments to the SBS recruitment/interview process to better enable you to shine, then please contact *******@sbs.com.au and let us know.

Adjustments include but are not limited to alternative application methods, interview setups, physical requirements, guidance for trans or gender diverse applicants, specific interview availability times and more. To find out more about reasonable adjustments with SBS, please view our video here.

In addition, SBS is a proud member with the Hidden Disabilities Sunflower initiative, helping us create a workplace where people feel seen, understood, and supported.