Service Desk Analyst

An exciting opportunity has arisen for a Service Desk Analyst to join the IT team at our St Kilda Rd Support Office. This role will be responsible for providing responsive and pro-active “first level” incident resolution and service request management for IT applications, software, hardware and network systems, including user administration.
 
You will assist the business in resolution of identified problems with a strong emphasis on providing a high level of customer service. You will collaborate with the IT Team to ensure the reliable, efficient, and secure operation of our IT systems and infrastructure across Head Office, Warehouses and our stores network in Australia, New Zealand, Hong Kong & Singapore (500 stores).

THE ROLE:

• Using the call management system, log monitor and track all incidents and service requests received.
• Ideal for someone early in their career looking to learn. 
• Proactive maintenance of outstanding calls for all queues in IT Service Desk.
• Incidents and service requests are escalated to internal support teams or external service providers via the Call Management System.
• Application, software, hardware and network incidents are rapidly diagnosed and resolved.
• Seek opportunities to improve skill level, knowledge and willingly shares this with the team.
• Liaise with external service providers to resolve incidents and complete service requests.
• Identify control, record, report and verify agreed IT service assets within the CMDB including versions as per Service Catalogue.
• Facilitate the acquisition and installation of hardware and software for customers.
• Securely maintain the IT/IS operational and physical environments in line with corporate security policies, standards and work practices.

THE REQUIREMENTS:

• 1 year of experience in a similar role. 
• ITIL Certification or relevant experience
• Relevant Tertiary or Industry Certified qualifications
• A strong customer service and work ethic
• Excellent analytical and problem-solving skills to enable effective identification and resolution of IT related issues
• Strong understanding of ITIL Service Management
• Effective verbal and written communication skills
• Sound knowledge of Microsoft Office products
• Previous experience working in a service/help desk role & using a call management system (i.e. Zendesk or JIRA )
• Experience in supporting Windows & Apple desktop environments
• Experience in troubleshooting network environments
• On-site 5 days per week. 

ABOUT BRANDBANK GROUP:
Brandbank was founded on bold creative thinking. We exist to ensure that the entire experience of a brand is brilliantly designed and beautifully connected, and the customer is at the heart of everything we do. Collectively our brands work together as a single company, creating not just brands or labels, but living, breathing experiences.  
 
Our growing business is built on a house of carefully curated brands, each chosen for a specific reason. Seed Heritage and French Connection – along with two ground-breaking new Australian brands, Allkinds and Commonry, launching in 2021 – deliver rich connections to our customers.  

Why Join the Brandbank Group Team:  

• Generous staff discounts!
• Supportive team culture and environment  
• Opportunity to work for an iconic Australian retailer  
• Employee Referral Program – be rewarded for referring great new people to our team  

If you are highly motivated, thrive on a challenge and are passionate about growing your career and are looking for a new adventure, then we would love to hear from you!

Don't miss the chance to join us and be a part of something new and exciting! APPLY NOW.