It Support Analyst

• 2022 Bodyshop Awards Finalist – Safety & Best Workplace
• Be part of a national company with 150+ locations
• Salary + employee share plan. Gift of $$$ shares in the business

AMA Group is the leader in collision repair, with the biggest network of facilities across Australia and New Zealand, supported by Australia’s leading distributor of vehicle parts and accessories. Our Team provides repairs for light to high-severity collisions — on everything from small private vehicles and prestige cars to commercial trucks and buses. With around 3,500 people across approximately 150 locations, we deliver outstanding customer service and get over 300,000 people and businesses back on the road every year. With AMA Group, you can go anywhere.

We have an exciting opportunity for IT Support Analyst to join the team at Rowville, VIC.

Reporting to the Service Delivery Team Leader, you will provide end-user support and customer service on AMA-supported applications, hardware and/or infrastructure components. This encompasses incident management and requests reported to the AMA service desk. You will be responsible for providing high quality IT Support to a wide variety of AMA users.

• Troubleshoot and resolve issues affecting AMA Group within the agreed SLA
• Creates a positive customer support experience that builds strong relationships
• Log and resolve incidents and requests, and manage IT outages and disruptions
• Setup, configure and deploy new hardware across the group.
• Follows up with IT internal resources, external partners & vendors involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete
• Create and maintain documentation to improve the knowledge base.
• Work closely with the IT Team
• Effectively prioritize and handle multiple tasks simultaneously
• Gather information relating to outages and work with senior resources to minimize downtime.
• Provide after-hours support
• Performs other duties as assigned

Does this sound like you?

• Tertiary education and/or 1-2 years of service desk experience
• Full, unrestricted driver’s license and a car to travel to sites as needed
• High level of verbal, written and interpersonal communication skills
• Solutions focus and good problem-solving skills and strong attention to detail
• Proven attention to detail
• Strong systems experience to improve process and workflow.
• Strong customer service focus and ability to work in a team with high volume and fast pace
• Be flexible with the possibility of travel

Technical

• Knowledge of ITIL and Helpdesk systems
• Wide range of Supported systems in the Microsoft stack across a matrixed organization
• AD, Azure AD, Office 365 administration and Support
• Strong Windows Desktop Operating System experience
• Network device troubleshooting and basic configuration
• General Business application experience include RMM and MDM Exposure

Desirable

• Experience in working for large/complex organization
• Strong stakeholder and relationship management skills
• Ability to use a range of management systems.
• Strong MS Office 365 Suite administration experience

We know that sometimes people need non-standard work hours, and would be happy to discuss the options available in this role, or similar roles across our business.

Benefits

• Reward & recognition
• Career development and training
• Discounts on parts and tools
• Uniforms
• 24/7 professional counselling for Team members and their immediate families

We champion our Team, because it’s our people that set us apart and drive our business' success. We focus on individual strengths and value differences to bring the best out of people, enhancing their skills and capabilities to build fulfilling careers.

AMA Group is an equal opportunity employer. We are dedicated to finding the best fit for every role. All qualified applications will be considered regardless of gender identity or expression, age, religion, national origin, disability, or sexual orientation.

No matter who you are, if you have the drive and talent to progress, when you’re part of our Team, you’re going places - APPLY NOW.