Service Desk Analyst

Are Media; Sydney; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Flexible work options

Additional paid leave

Paid parental leave

Professional development

Wellbeing program

Exclusive discounts

Inclusive culture

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Technical support

Troubleshooting

Windows OS

Customer service

Communication

Office software

Tools

Zendesk

EDI systems

Microsoft Office

Job description

XchangeIT is a small division within Are Direct, Australia’s leading magazine distributor. XchangeIT is an EDI company, that transfers data to and from key suppliers to and from 1700 newsagents and other small retail businesses around Australia to bring about efficiencies in the supply chain.

Are Direct is a core business within Are Media. Our portfolio includes some of Australia’s most iconic and trusted brands, including The Australian Women’s Weekly, ELLE, marie claire, New Idea, Australian House & Garden, Bounty Parents, Better Homes & Gardens and more!

We are Australia’s leading omnichannel content company for women! Every day we inform, inspire and connect with 9 in 10 Australian women through magazine media, digital, video, social, e-commerce, vodcasts, events and experiences.

What we can offer you

• We welcome the opportunity to explore flexible work options where appropriate, depending on the needs of the business.
• Additional paid leave, including a day off to celebrate your birthday, four days of volunteer leave each year, and inclusive leave provisions supporting reproductive, hormonal and wellbeing needs, as well as First Nations cultural and ceremonial commitments.
• Paid parental leave of up to 12 weeks, plus a parenting gift pack, meal vouchers and return-to-work support.
• Opportunities to grow and develop, with access to tailored learning pathways, mentoring, Lunch & Learns, our Digital Learning Academy and professional development support.
• A comprehensive wellbeing program including EAP, Mental Health First Aiders, and a personalised online wellbeing portal with assessments, resources and lifestyle plans.
• Exclusive benefits and discounts, including Fitness Passport memberships, discounted health insurance, beauty services, technology and a range of lifestyle offers through our benefits partner Flare.
• A genuinely inclusive culture, supported through our BELONG @ Are program, where everyone is welcomed, valued and empowered to be their authentic selves.

The Role

Love solving technical problems and helping people? Put your troubleshooting skills to work in a role where you'll make a real difference to retailers across Australia!

We're looking for a Service Desk Analyst to join our XchangeIT team, providing hands-on technical support to newsagents and small retailers using the XchangeIT platform. You'll be the go-to person for resolving technical issues, guiding customers through solutions and ensuring they can get the most out of the technology that supports their day-to-day operations.

Based in Sydney and reporting to the XchangeIT Commercial Manager, you'll play an important role in delivering a positive customer experience, building strong relationships with retailers and working closely with technical and commercial teams to keep things running smoothly.

What you’ll be doing

• 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.

About you

We’re looking for someone who brings:

• 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.

Experience with Zendesk or Electronic Data Interchange (EDI) systems would be advantageous, but isn't essential.

Are Media is a proud member of Media Diversity Australia, a not-for-profit organisation working towards a media landscape that looks and sounds like Australia. We are committed to fostering diverse, respectful,collaborative & inclusive workplace. We know & value the success this brings for everyone, and we welcome & encourage applications from diverse backgrounds.When you apply, please let us know of any reasonable adjustments you may need during the interview process.

If you would like to know more, please contact our People & Culture Team – ***************@aremedia.com.au