Service Desk Analyst

At SBS, we embrace difference, and we welcome applications from people of all backgrounds. 

The Role

We are looking for a customer-focused and problem-solving Service Desk Analyst to join the Service Desk team.

This is a role that will see you delivering customer service excellence by ensuring process is followed correctly and excellent attention to detail in issue communication and resolution.

You will be working with a close-knit and friendly team in ensuring all Service levels and KPI’s for the Service Desk team are met.

The team provides a 24/7 support service which means everyone works on a rotating roster cycle (Monday to Saturday onsite), as well as an on-call roster outside of on-site hours. Some of the duties of the role include:

• Providing frontline IT support utilising different technologies to provide end-user support (web, email, phone, face-to-face). Employees at SBS work across PC and Mac. The support includes hardware deployment/replacement, software upgrades, SOE re-imaging.
• Performing basic system administration and support functions for the SBS user environment. Including (but not limited to) security, data integrity and recovery, system monitoring, operational checklists, control of the printing environment and user administration. Support of SBS business applications (i.e. Microsoft Office, Windows, Office365, IBMS, Dalet)
• Maintaining and using the Helpdesk database effectively – which included creating and updating the system and process documentation for SBS office information systems.
• Working with 3rd party vendors and internal support teams to support the SBS Computer environment.

It is a requirement of this role that incumbents are fully vaccinated with an approved Covid-19 vaccination in line with the ATAGI guidelines which include booster shots. We do however have a medical exemption process and we would be happy to discuss your application should this be applicable to you

About You

We are looking for someone who can demonstrate a passion for customer service, someone who is a great team player and is motivated by resolving problems, You’ll be someone who is keen to grow both professionally and personally within the organisation. The team isn’t big so you’ll need to have great time management skills and juggle multiple priorities. You will be able to engage with people across all level in the organisation who will all want their issues fixed first! You will have excellent communication skills with the ability to communicate well in technical terms as well as being able to talke to people with no technical experience.  This is not an entry-level role and requires some level of previous technical experience, so you’ll need to come with demonstrated experience in:

• Windows 10 and Apple Mac OS experience, with the ability to support these operating systems with a variety of issues
• Three years previous experience in a Technology support team environment desirable but not essential.
• Experience with IT Service Management processes and methodologies including ITIL
• Available to work on a shift rotation and respond to after hour calls to meet the needs of SBS’s 24 hours per day 7 day per week operation Sydney based role, with capability to work in SBS remote sites as required.
• ITIL V3 Foundation Certificate, desirable however not essential
• Broadcast experience is desirable however not essential
• Service Now experience is desirable however not essential

Some of the reasons to consider working with us

• The people! We truly celebrate and welcome difference at SBS and encourage everyone to bring their whole self to work, you’ll be part of one of the most inclusive companies in Australia!
• The culture and the engagement of our workforce! SBS is ranked in the top 25% of all media companies for employee engagement
• We offer a range of benefits; from flexible work arrangements, health checks, salary packaging, an employee assistance program and for our Sydney based employees, free gym membership and parking (subject to availability).
• We’re agile and innovative in the way we work, as well as being a trusted and established brand. At SBS we have been broadcasting for over 40 years and our future is packed with many more exciting developments!
• We also love to promote from within! We have allocated training funds to do just that and help bridge the gaps when moving from role to role.

Want to learn more? Then hit apply and take the first step to applying not just for another job but a possible whole new career in a purpose led organisation!

Not quite the right role for you? No problem, how about popping your details into our talent pool? Email us at ***************@sbs.com.au to let us know what roles would be of interest to you and we will keep you informed of when they arise! (If you no longer want to be listed in our talent pool, then just email  us and let us know and we will remove your detail).

For other opportunities within our organisation please visit our careers website SBS Careers - Working at SBS

Reasonable adjustments

SBS recognises that everyone is unique, and you might require some adjustments to ensure you have the best opportunity to apply and put your skills forward for consideration. If we can make some adjustments to the SBS recruitment/interview process to better enable you to shine, then please contact *******@sbs.com.au and let us know.

Adjustments may include but are not limited to; alternative application methods, interview setups, physical requirements, guidance for trans or gender diverse applicants, specific interview availability times and more.

Applications close 22nd September 2023. We are shortlisting applications as they come in, so don’t delay apply today! 

To apply online, please go to http://sbs.com.au/careers