Service Desk Analyst

Scentre Group; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Five days paid Life Leave

Four weeks annual leave

Gender-neutral parental leave

Free parking at Westfield destination

Job summary

Scentre Group is seeking a Service Desk Analyst to provide outstanding customer service across a dynamic IT environment. You will support senior leaders and VIP stakeholders with a professional technology experience, while actively developing your technical skills and career within the Technology team.

You will build trusted relationships through exceptional service, proactively learn new skills, and take ownership of issues from start to finish, collaborating with Technology teams to enhance

Qualifications

• Customer service experience
• Strong communication skills
• Proactive mindset and discretion
• Willingness to develop technical knowledge
• Ability to build relationships with senior leaders and VIP stakeholders

Responsibilities

• Provide Level 1 and Level 2 support with first-contact resolution focus.
• Deliver high-touch, professional support to Executive and VIP stakeholders.
• Troubleshoot hardware, software, mobile devices, AV, and collaboration tech across the business.
• Manage, update, and document incidents and requests in the IT Service Management platform.
• Collaborate with Technology teams to escalate complex issues and contribute to service improvements.

Job description

Ready to take the next step in your IT career? As a Service Desk Analyst at Scentre Group, you'll provide exceptional support across a dynamic technology environment, including direct exposure to senior leaders and VIP stakeholders. You'll have the opportunity to develop your technical expertise, build valuable stakeholder management skills, and grow your career within a business that actively supports learning and progression. If you're passionate about customer service and looking for a role with genuine development opportunities, we'd love to hear from you.

Day-to-day you will be responsible for:

• Providing timely and effective Level 1 and Level 2 support, resolving incidents and service requests with a focus on first-contact resolution.
• Delivering high-touch, professional support to Executive and VIP stakeholders, ensuring a seamless technology experience.
• Troubleshooting hardware, software, mobile device, AV, and collaboration technology issues across the business.
• Managing, updating, and documenting incidents and requests through our IT Service Management platform.
• Collaborating with broader Technology teams to escalat[e] complex issues and contribute to continuous service improvement initiatives.

What sets you apart

You are an experienced Service Desk Analyst who thrives in a customer-focused environment and enjoys solving technical problems. You bring strong communication skills, a proactive mindset, and the confidence to support senior leaders and VIP stakeholders with professionalism and discretion. Most importantly, you're looking for more than just a Service Desk role, you're seeking an opportunity to develop your capability, expand your technical knowledge, and build a long-term career within Technology.

You will be:

• Building trusted relationships through outstanding customer service and stakeholder engagement.
• Demonstrating curiosity and a growth mindset, actively seeking opportunities to learn and develop new skills.
• Taking ownership of issues through to resolution while delivering a high-quality support experience.
• Collaborating effectively with Technology teams to improve processes and service outcomes.
• Supporting a culture of continuous improvement, knowledge sharing, and operational excellence.

About us

Scentre Group owns 42 Westfield destinations across Australia and New Zealand. We create extraordinary places and experiences that connect and enrich communities.

We are focused on our customers and creating more reasons for more people to visit our Westfield destinations more often and for longer.

With approximately 75 professions within our business, our team has the expertise to design, construct, operate, manage and market our Westfield destinations and platforms.

We want to be the place where talent thrives. To support you thriving with us, we promise to respect, inspire and develop you, and that you will do work that matters.

Diversity, equity and inclusion underpins our culture, and our vision is that ‘Everyone Belongs’. We foster a workplace experience where everyone feels valued, supported and motivated to realise their full potential.

We aspire to create a workforce reflective of the communities in which we operate and encourage applications from everyone regardless of age, gender, ethnicity, cultural background, faith, disability, sexual orientation, gender identity or life stage.

We offer a range of unique benefits designed to support your wellbeing, career development and lifestyle, including five days paid Life Leave on top of your four weeks annual leave (pro-rated for part-time), 18 weeks gender neutral paid parental leave for primary carers, with no qualifying period and super paid for the duration of the leave period and free parking at your local Westfield destination.

Discover more about working with us

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Commercial & Industrial Property Management 1,001-5,000 employees

Scentre Group owns 42 Westfield destinations with 37 located in Australia and five in New Zealand.

We have the capabilities and expertise within our team to design, construct, operate, manage and market our platform. Our workforce includes approximately 75 professions reflecting the diversity of our capabilities and talent.

Our talent vision is to be the place where talent thrives and when you work with us, we promise to respect, inspire and develop you, and that you will do work that matters. We provide a unique and sought-after employee experience, fostering a workplace where everyone feels they belong and offering a range of benefits.

Scentre Group owns 42 Westfield destinations with 37 located in Australia and five in New Zealand.

We have the capabilities and expertise within our team to design, construct, operate, manage and market our platform. Our workforce includes approximately 75 professions reflecting the diversity of our capabilities and talent.

Our talent vision is to be the place where talent thrives and when you work with us, we promise to respect, inspire and develop you, and that you will do work that matters. We provide a unique and sought-after employee experience, fostering a workplace where everyone feels they belong and offering a range of benefits.

What can I earn as a Service Desk Analyst