It Service Desk Agent

About Us
Greencross is Australia’s largest integrated pet wellness organisation; with a network of retail stores (Petbarn), veterinary practices (Greencross Vets), and our Animal Emergency Hospitals. Our purpose is to make our world a happier place through the love of pets. 
 
We are looking for a leader who achieves outstanding results, and who can embody our values: Passion, Authentic, Caring, Knowledge and Togetherness.  

About the role

We are looking for a full-time IT Service Desk Agent to be a central point of contact for our front-line teams in stores, vet clinics and hospitals, supply distribution centres and business support office functions who need help with IT issues through phone calls and self-service tickets.

You will be part of a motivated team aiming to provide efficient and effective IT support to end-users, ensuring high satisfaction and resolution of technical issues and service requests, collaborating with other IT support teams or 3rd party vendors, following ITIL processes, to deliver a high-quality customer service experience.

Key Accountabilities/Responsibilities:

Key areas for support include but are not limited to: 

• Ticket Management: Log, prioritise, manage, and respond to incidents and requests within agreed service level timeframes. All interactions and any activities are to be of the highest quality and standards whereby all information is accurately recorded, outlining the issue, troubleshooting steps performed, and next steps.
• Issue Resolution: Troubleshoot and resolve technical issues related but not limited to end-user computing hardware laptops, desktops, point of sale, peripherals such as barcode scanners and PDAs, Microsoft 365 applications, network connectivity, business applications within retail, vet clinics, vet hospitals, supply chain and support office functions and printing including document, label and receipt printers.
• Communication: Provide friendly, clear, and consistent communication over the phone, in person and ticket updates with the ability to convey technical information in layman's terms, ensuring expectations are managed through frequent updates on progress.
• Documentation: Identify gaps in knowledge and process documentation, create, update and share knowledge articles to improve efficiency and speed to resolution. Assist in creating guides for end-user self-service frequently asked questions (FAQs)
• Collaboration: Work closely with other IT teams and 3rd party vendors to escalate and resolve issues. Willingness to participate in project activities, new site setup or refurbishments, and asset and hardware replacements.
• Continuous Learning: Stay updated with the latest technologies, trends, and best practices in IT services.

About you

The successful candidate will have:

• Previous experience within IT Service Desk or Customer Service.
• Experience in Microsoft technologies, Azure Active Directory, Active Directory on-premises, Windows operating systems, M365 admin, Intune and Exchange Online.
• Level 1 hardware and peripherals support and deployment, i.e., laptops, desktop PCs, printers, audio-visual equipment, BYOD, and mobile devices (iOS, android).
• Level 1 systems and application support, including LAN, WAN, VPN, file server and business applications.
• Familiar with ITIL foundations Incident, Request, and Problem management.
• Knowledge of ServiceNow or similar ITSM tools.
• Excellent written and verbal communication skills.
• logical diagnostic troubleshooting, problem-solving skills, and ability to follow instructions while thinking creatively and critically.
• Excellent customer service skills and a friendly, positive, and customer-driven attitude.
• Ability to quickly learn and apply new knowledge.
• A can-do attitude with the ability to work under pressure.
• Ability to prioritise effectively, multi-task, and adapt to changing priorities.
• Self-motivated and directed with keen attention to detail.

You are a results-oriented with the ability to develop positive, professional relationships across varied stakeholder groups. You are a natural problem solver who enjoys planning and who also thrives in ambiguous, fast-paced environments. You are passionate about technology, and are always looking to further your personal knowledge and expertise.

Our Benefits 

• Work in a business that is passionate about animals!
• Be part of the leading pet retail business in the country
• Paid parental leave, flexible working arrangements
• Pet services and product discount