Service Desk Specialist

Nine

Sydney

Hybrid

AUD 70,000 - 90,000

Full time

2 days ago

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Benefits offered by this job

18 weeks paid parental leave with no-?

Employee Exclusives program

Digital newspaper subscription

Stan subscription

Nine Careers info

Job summary

Nine is Australia’s largest locally owned media company. The IT Service Desk provides first-level IT support for Metro and satellite sites for internal staff, handling requests in a time-constrained environment and managing the life cycle of support calls.

You will be the first contact for IT issues, monitor and escalate calls, maintain the SOE, and help create documentation. A collaborative team environment and strong customer focus are essential to success.

Qualifications

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).

Responsibilities

You're the first point of contact for IT issues, recording, resolving problems to keep staff productive and meet SLA.
Monitor and escalate support calls, maintain the SOE, and contribute to technical documentation.
Build and maintain positive relationships with colleagues and stakeholders, communicating status clearly.
Participate in a team environment, share knowledge, and support colleagues to resolve problems.
Demonstrate a positive, professional attitude and continuously improve understanding of the IT environment.

Skills

In-person communication

Customer service

Windows & Mac support

Mobile devices support (iOS & Android)

Google Workspace & Office 365

ServiceNow ITSM

Active Directory user management

Tools

ServiceNow ITSM

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.

Company Description

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, 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.

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