Service Desk Analyst - GPC Asia Pacific - Full Time

GPC Asia Pacific; Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Free onsite parking

Initial training

Hybrid work model

Career progression

Staff discounts

Private health discounts

Employee assistance program

Parental leave top-up

Volunteer leave

Job summary

GPC Asia Pacific is seeking a Full Time IT Service Desk Analyst to provide 1st level IT support for our network of 400+ locations across Australia, New Zealand and South East Asia. Core hours are 6am–7pm, Monday to Sunday.

The role includes incident handling, knowledge base creation, and collaboration with vendors to ensure high service quality. The position offers initial training on site, a hybrid work environment (2 days WFH, 3 days in the office), and a clear path for career progression

Qualifications

• :

Responsibilities

• Provide first-level Service Desk support for incidents and requests received via phone, email, voicemail and walk-ups.
• Monitor support queues and respond to calls and tickets within SLA timeframes.
• Deliver first-call resolution where possible and escalate issues requiring additional support.
• Identify high-priority incidents and escalate to restore critical services quickly.
• Troubleshoot device, software and web-application issues following ITIL practices.
• Coordinate with stakeholders and vendors to meet business requirements and maintain service satisfaction.
• Create and maintain knowledge-base articles to support consistent delivery.

Skills

Customer focus

Ownership

Teamwork

Problem solving

Communication

Tools

Windows 11

macOS

Microsoft 365

Active Directory

Intune

RDS

POS hardware

WMS

Job description

• Excellent Salary and Free Onsite Parking (Rowville Location)
• Initial training (full time onsite)
• Hybrid Work Environment (2 days WFH, 3 days in Office)
• Career Development and Progression

This role will involve working closely with IT Management teams to ensure IT Services (Levels 2-3) are supported and maintained.

The Role

The purpose of our Full Time IT Service Desk Analyst role is to ensure that our GPC Asia Pacific network of stores, warehouses and support offices across 400+ locations in Australia, New Zealand and South East Asia, receive 1st Level support for IT Services and Business Applications during our core business hours of 6am to 7pm, Monday to Sunday.

Reporting To The IT Service Desk Manger, You Will

• Provide first-level Service Desk support for incidents and requests received via phone, email, voicemail and walk-ups.
• Monitor support queues and respond to calls and tickets within agreed SLA timeframes.
• Deliver first-call resolution where possible and escalation issues requiring additional support.
• Identify, document and elevate high-priority and major incidents to support rapid restoration of critical business services.
• Troubleshoot device, software and web-application issues in line with ITIL practices.
• Liaise with internal stakeholders and third-party vendors to meet business requirements and maintain high service satisfaction.
• Create and maintain knowledge-base articles to support consistent service delivery.
• Follow GPC Asia Pacific procedures and policies and maintain a safe, organised work environment.

Experience In The Following Technical Areas Would Be Advantageous

• Microsoft Windows 11 and macOS support.
• Microsoft 365 application support.
• User administration using Active Directory, Entra ID, and Microsoft 365.
• Mobile device management and support using Microsoft Intune and Company Portal.
• Delivery of support within an ITIL-based service management framework.
• Remote Desktop Services (RDS) environments.
• Retail systems, including Point of Sale (POS) hardware and software.
• Warehouse Management Systems (WMS) and Financial Systems.
• Supply chain industries including retail, wholesale, distribution, and transport.
• Exposure to platforms including Mainframe (ZOS) and PSeries (AIX) environments.

To be successful in this role you will need to demonstrate the following:

• Positive, customer focused mindset with a strong can do attitude.
• Takes ownership and accountability for delivering great outcomes.
• Thrives in a fast-paced environment and adapts well to changing priorities.
• Strong team player who can also work independently when needed.
• Builds positive and productive relationships with customers, colleagues, and vendors.
• Professional, reliable, and committed to service excellence.
• Process-driven with a continuous improvement mindset.
• Uses initiative, problem-solving skills, and sound judgement to get things done.
• Leads by example and contributes to a positive team culture.

Looking After You

We are committed to ensuring our people are well looked after. In addition to a rewarding and challenging career, we will provide:

• Staff discounts across the GPC Asia Pacific group of Companies
• Private health insurance discounts
• Employee assistance program
• A highly safety conscious work environment
• We proactively support our working parents in a variety of meaningful ways, and our parental leave top-up allowance is one of the ways we do this
• Paid volunteer leave allowing you to give back to your chosen charity/community organisation

GPC Asia Pacific

Movement is in our DNA. We are GPC Asia Pacific: one of the largest industrial and automotive aftermarket parts and service suppliers in Australia, New Zealand and South East Asia. Our iconic brands include Repco, NAPA & McLeod Accessories.

Yet we are more than just a parts and service company. We propel people forward.

With over 8000 team members in Asia Pacific, and 60k+ globally, being part of Genuine Parts Company won’t leave you standing still. Reach is key to our success. Learn more about our business online at www.gpcasiapac.com

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.