Service Desk Specialist

Nine; North Sydney Council; Hybrid; AUD 65,000 - 80,000; Full time

Benefits offered by this job

18 weeks paid parental leave

Employee Exclusives program

Digital newspaper subscription

Stan subscription

Job summary

Nine is looking for a customer-focused IT Service Desk professional to support Metro and satellite sites. You’ll be the first point of contact for IT issues, recording and resolving problems to keep staff productive and SLAs met.

You’ll monitor requests, maintain the SOE, and contribute to technical docs while building strong relationships with stakeholders in a collaborative team environment.

Qualifications

• Outstanding in person and telephone communication skills.
• Exceptional customer service experience.
• Experience supporting Windows and Mac OSX environments.
• Support mobile devices iOS and Android.
• Knowledge of Google Productivity suite & Microsoft Office 365.
• Experience with Service Now ITSM tool and Active Directory User Management (Desirable).

Responsibilities

• Be the first point of contact for IT issues, recording and resolving problems to keep staff productive and SLAs met.
• Monitor and escalate support calls, maintain the SOE, and contribute to technical documentation and procedures.
• Build and maintain positive relationships with colleagues and stakeholders, communicating status clearly.
• Collaborate with the team to resolve problems and share knowledge.

Skills

Communication

Customer Service

Windows & Mac OSX

Mobile devices (iOS/Android)

Google Workspace & Office 365

ServiceNow ITSM

Active Directory

Tools

ServiceNow

Active Directory

Job description

Company Description

Nine is Australia’s largest locally owned media company. We are home to premium, trusted news, sport and entertainment. Nine's assets span free-to-air television, free and paid streaming, publishing and digital audio, and digital outdoor and retail media. Our content reaches almost every Australian - meaning what we do has real impact. We bring people together, celebrate the big moments, and capture the everyday ones. As our iconic and emerging brands continue to evolve, we offer unique opportunities for you to bring fresh ideas, innovate, and make your mark on the future of Australian media.

Job Description

The IT Service Desk provides first-level IT support for Metro and satellite sites for internal staff. The Service Desk team is required to attend to IT support and service requests in a time constrained environment and are responsible for the management of the life cycle of support calls resolved by IT Support.

Day to day you will:

• You’ll be the first point of contact for IT issues, responsible for receiving, recording, and resolving problems to keep staff productive and ensure service level agreements (SLAs) are met.
• A key part of the role involves monitoring and escalating support calls, helping to maintain the Standard Operating Environment (SOE), and contributing to the development of technical documentation and procedures.
• You’ll be expected to build and maintain positive relationships with colleagues and other stakeholders, providing clear and consistent communication about the status of their issues.
• Success in this role requires a collaborative mindset. You’ll need to participate in a team environment, share knowledge, and support your colleagues to collectively resolve problems.
• You should consistently demonstrate a positive and professional attitude, communicate clearly, and continuously improve your understanding of the IT environment to effectively share knowledge with the team and customers.

QualificationsWhat you’ll bring:

• Outstanding in person and telephone communication skills
• Exceptional customer service
• Experience supporting Windows and Mac OSX environments
• Support mobile devices iOS and Android
• Knowledge of the Google Productivity suite & Microsoft Office 365
• Experience with Service Now ITSM tool & Active Directory User Management (Desirable)

Additional Information

How we work
At Nine, our flexible work options vary by role and team. Depending on the position, this may include flexible hours, hybrid work, or part-time arrangements. We welcome discussing your flexibility needs during the hiring process - just ask the Talent Acquisition team.

Our employee benefits include:

• 18 weeks paid parental leave with no distinction between primary and secondary carers
• Access to 'Employee Exclusives' program - a way of getting closer to our incredible brands, offering unique experiences, behind-the-scenes access, and awesome perks.
• Digital newspaper subscription to our mastheads
• Annual gift voucher for Stan subscription

More info at Nine Careers

Our Commitment to Diversity and Inclusion

We’re committed to a safe, respectful and inclusive Nine. From day one, you’ll be encouraged to bring your whole self to work and will be supported to perform at your best.
We encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, and of all ages, genders, nationalities, backgrounds and cultures as we recognise the importance and value of diverse perspectives. Should you require any adjustments to the recruitment process, please advise us when you apply.
Work rights: Please note to apply for this role you must already have the right to lawfully work and live in Australia.