Service Desk Specialist

Nine; North Sydney Council; Hybrid; AUD 65,000 - 85,000; Full time

Job summary

A leading media company in North Sydney is seeking an IT Service Desk professional. You will provide first-level IT support, ensuring that staff productivity is maintained. Ideal candidates will have outstanding communication skills, experience with Windows and Mac environments, and exceptional customer service abilities. The role offers flexibility in work arrangements and numerous employee benefits.

Benefits

18 weeks paid parental leave

Access to Employee Exclusives program

Digital newspaper subscription

Annual gift voucher for Stan subscription

Qualifications

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

Responsibilities

• Act as the first point of contact for IT issues and support.
• Monitor and escalate support calls appropriately.
• Build and maintain positive relationships with colleagues and stakeholders.
• Participate in a collaborative team environment to resolve issues.
• Demonstrate a positive attitude and continuous improvement of IT knowledge.

Skills

Outstanding communication skills

Exceptional customer service

Experience supporting Windows and Mac OSX

Support for mobile devices (iOS and Android)

Knowledge of Google Productivity suite

Experience with Service Now ITSM

Job description

Company Description

Nine is Australia’s largest locally owned media company. Working at Nine, you’ll have access to a unique range of experiences and opportunities, helping drive the success of the country’s most trusted television, radio, digital and publishing brands.

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.

Some of our most beloved brands have been part of Australian life for generations, and others - new on the scene - have already found their place firmly in our lives. We’re evolving and we need people like you to bring new ideas, innovate and make your mark.

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.

Qualifications

What 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 varies 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.