Service Desk Analyst - Customer-Facing Retail Tech Support

Are Media Pty Ltd; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible work options

Paid leave (birthday, volunteer)

Paid parental leave

Learning & development

Wellbeing program

Exclusive discounts

BELONG program

Job summary

Are Media Pty Ltd, through its XchangeIT division, is seeking a Service Desk Analyst to provide hands-on technical support to retailers across Australia from Sydney. You will resolve issues and guide customers to maximise use of the XchangeIT platform.

Based in Sydney, you will report to the XchangeIT Commercial Manager and collaborate with technical and commercial teams to keep systems running smoothly while delivering a positive customer experience.

Qualifications

• Experience in technical support, ideally 1 year in a service desk or similar role.
• Strong troubleshooting skills and knowledge of Windows operating systems.
• Excellent communication and customer service skills.
• Ability to explain technical solutions in simple terms and manage multiple inquiries.

Responsibilities

• Deliver technical support to newsagents and retailers via phone and email.
• Guide customers through onboarding, setup, training and ongoing platform use.
• Maintain support tickets and collaborate with internal teams.
• Identify opportunities to improve customer experience and support processes.

Skills

Technical support

Troubleshooting

Windows OS

Customer service

Communication

MS Office

Ticketing systems

Tools

Zendesk

EDI systems

Job description

Are Media Pty Ltd, through its XchangeIT division, is seeking a Service Desk Analyst to provide hands-on technical support to retailers across Australia from Sydney. You will resolve issues and guide customers to maximise use of the XchangeIT platform.

Based in Sydney, you will report to the XchangeIT Commercial Manager and collaborate with technical and commercial teams to keep systems running smoothly while delivering a positive customer experience.