Service Desk Specialist

Hoyts; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Movie tickets

Flexible schedule

Birthday leave

Wellbeing support

Career training

Team environment

Job summary

HOYTS is hiring a Service Desk Specialist within the Cinema Technology Group. You will support IT across HOYTS locations, including POS, kiosks, and network infra, with hands-on imaging, Intune, AD and Office 365 administration.

You will troubleshoot Windows and macOS environments, manage tickets via Microsoft Dynamics, and provide escalation for infrastructure issues. The role includes after-hours shifts and a focus on customer service.

Qualifications

• Experience in an enterprise IT environment with solid IT fundamentals and the ability to troubleshoot remotely across Windows and macOS hardware, Windows Server and Microsoft 365.
• Working knowledge of Active Directory, IP and networking fundamentals, SOE deployment, imaging and software packaging, and backup and restore technologies.
• Excellent verbal and written communication, a strong phone manner, and the ability to explain technical problems to people who aren't technical.
• Ability to juggle competing deadlines and priorities, and to know when to elevate.
• A customer-service mindset when working with internal teams and third-party vendors.

Responsibilities

• Troubleshoot hardware and software issues across PCs, laptops, POS terminals, ticket kiosks, servers, EFTPOS terminals and network equipment.
• Respond to tickets from every HOYTS site within SLA via Microsoft Dynamics.
• Keep Vista cinema systems running end-to-end including film programming, seating, vouchers and loyalty systems (Infoworks and Dayforce).
• Image and configure PCs, laptops and POS, kiosks and self-service checkout systems to corporate standard.
• Act as escalation point for infrastructure and networking; administer Active Directory, Group Policy and Office 365; lead on Intune; work across SCCM and Azure.
• Train staff on business systems, document fixes and cross-skill the Service Desk team.
• Cover after-hours support on a monthly roster including evenings and weekends, with response within 15 minutes.

Skills

IT support

Troubleshooting

Communication

Time management

Customer service

Tools

Active Directory

Intune

SCCM

Azure

Office 365

Microsoft Dynamics

Job description

HOYTS is a leading out-of-home entertainment company with over 110 years of experience. Our mission is to create the cinema of the future with concept creation, innovation and quality at our core. When it comes to entertainment, we set the gold standard.

Our team is underpinned by our FIERCE Values, which drive our high performance and success. In return, we offer the HOYTS Experience More EVP - our commitment to making HOYTS a place where great people do their best work, feel recognised, and grow.

The Role

The Service Desk Specialist sits within the Cinema Technology Group, reporting to the Service Delivery Manager. You'll cover the full breadth of IT support ‘” infrastructure, application support, networks, call handling, issue logging, technical administration and head office desktop support ’” for all HOYTS locations and supported CTG clients.

It's a role with real variety. One day you're re-imaging a POS terminal at a cinema, the next you're configuring Intune policy or troubleshooting a site-linking issue in Vista. You'll also be the escalation point the rest of the Service Desk comes to when infrastructure and networking issues need a second set of eyes.

What you'll be doing

Troubleshooting - Resolve hardware and software issues across PCs, laptops, POS terminals, ticket kiosks, servers, EFTPOS Terminals both POS integrated & Standalone as well as network equipment, responding to tickets from every HOYTS site within SLA via Microsoft Dynamics.

Cinema systems - Keep Vista running end to end, from film programming and allocated seating through to session cash-up, vouchers and loyalty. Plus, Infoworks and Dayforce.

Builds and deployment - Image and configure PCs, laptops and POS, Kiosks & Self-Service Checkouts to corporate standard, including site-specific applications and non-standard back-office setups.

Infrastructure escalation - Act as the Service Desk's escalation point for infrastructure and networking. Administer Active Directory, Group Policy and Office 365, take technical lead on Intune, and work across SCCM and Azure.

Training and documentation - Train staff on business systems, document common fixes, and cross-skill the rest of the Service Desk team.

After-hours support - Cover urgent issues on a monthly roster including evenings and weekends, responding within 15 minutes.

What you'll bring

Experience in an enterprise IT environment, with solid IT fundamentals and the ability to troubleshoot remotely across Windows and macOS hardware, Windows Server, and Microsoft 365.

Working knowledge of Active Directory, IP and networking fundamentals, SOE deployment, imaging and software packaging, and backup and restore technologies.

Excellent verbal and written communication, a strong phone manner, and the ability to explain technical problems to people who aren't technical.

The ability to juggle competing deadlines and priorities, and to know when to elevate.

A customer-service mindset when working with internal teams and third-party vendors.

The HOYTS Group is proud to be an equal opportunity employer. We celebrate diversity and welcome applications from people of all backgrounds. All hiring decisions are based on merit, qualifications and business needs.

Benefits & Culture

Besides the incredible social events and networking opportunities, people love working at HOYTS because it's fun and lively with an unbeatable culture. Most importantly, you'll be part of a hardworking and supportive team. But wait, there's more:

50c movie tickets and more amazing corporate discounts across retail, healthcare and banking

Flexible working structure to accommodate work-life balance

Sleep in or finish early on your birthday

Wellbeing & safety support - Sonder access for you and your family!

Learn from the best! Career progression and training opportunities

Join an amazing and close-knit team

Work with a company who strives for a sustainable future