AddressWe're a dynamic team looking for a motivated and experienced Service Desk Analyst to join the Prvidr Family. This role is available remotely in NSW or Hybrid Sydney.
We are looking for applicants who are available to start with us in June 2024.
Please note that you must be an Australian Citizen or Permanent Resident to be eligible for this role.
Who is Prvidr and what do we do?
At Prvidr, we exist to give our customers the freedom to create innovative subscription models that enable them to grow their business by delighting every customer.
We enable businesses to launch, grow and manage smarter subscription services solutions that their customers love and value.
We’re an Aussie company established in 2015 with the express purpose of supporting modern, innovative business models using technology and know-how that builds capability and creates opportunity for our clients.
Prvidr has supported customers in the banking and finance, telecommunications, media and cloud computing segments with business management platform-as-a-service capabilities across all functional domains from buy, through to order management, payments, and lifecycle management of the customer.
We are the platform behind some of Australia’s most loved mobile brands.
We supply and operate the technology, logistics and customer service centres for brands such as Coles Mobile and Catch Connect, plus many more.
At Prvidr, we live and breathe our values of Create Freedom, Own It, Be Bold and Simply Excellent.
This means that we don’t take shortcuts when it comes to the experience that we offer, we’re always happy to push the edge of what technology can do and most importantly we work as a team and have a lot of fun along the way.
Our Mission
At Prvidr, we believe that there is freedom in simplicity.
We are committed to uncomplicating the way businesses operate, enabling them to launch, scale, and ultimately keep their customers satisfied.
Our mission is to pave the way for a business landscape where complexity is tamed, and efficiency thrives. By fostering an environment where simplicity is cherished, we empower businesses to reach their full potential, unburdened by unnecessary complexities.
Join us in our journey to revolutionise the way business is done, making it easier and more fulfilling for all.
Our Vision
Our vision? A world where everything is a service and service is everything! Ambitious? Absolutely. But we believe it's the big dreams that make life exciting.
Our Strategy
Our strategy is simple: create richer subscription experiences through simplicity, innovation, and customer-centricity.
Everything we do, we do with our values in mind
At Prvidr, we walk the talk. We are passionate about our people, our customers and their customers. Everything interaction we have with someone creates a feeling and we want that feeling to be simply excellent.
We live and breathe our values and this is extremely important to us as we primarily operate remotely.
Our values underpin all of our decisions, behaviours and culture at Prvidr and we are proud to be who we are.
Create Freedom - Our clients and their customers are our number one priority. Everything we do is designed to make their lives simpler and deliver them with the freedom they desire.
Own It - We show up! No blame games for us, we’re the ones who can be trusted to get it done.
Be Bold - We respectfully ask the hard questions, challenge the norms and push the boundaries. Sometimes we might make a mistake, but we embrace failing fast, learning and going again. In short, we have a go.
Simply Excellent - Why would you be anything other than excellent? We do excellent work, we surround ourselves with excellent people and we’re proud of our excellent business and all that we achieve.
To work with us and be a part of our growing family means our values are your values.
The Role
The Service Desk team is the central point of contact for vendors and employees.
As a Service Desk Analyst, you will be responsible for providing efficient and effective technical support in accordance with ITIL best practices.
This is a Permanent Full-Time role and includes an on-call roster rotation.
The Service Desk Analyst is responsible for providing timely and effective technical support to both internal and external customers. They will work in a fast-paced, dynamic environment, providing support to users over the phone, email, or other communication channels. They will be responsible for logging, triaging, resolving, and escalating incidents and requests, in accordance with ITIL best practices. The Service Desk Analyst must have strong communication skills, be customer-focused, and be able to work in a team environment.
Your Responsibilities
Log, triage and resolve Incidents and Events in line with the Prvidr Incident and Event Management Process
Provide Level One technical support to users over the phone, Email and relevant ticketing systems
Resolve service requests allocated to the Level One Service Desk team
Escalate service requests not able to be completed by Level One, to the Level Two Service Desk team
Coordinate with external vendors to facilitate core BAU I.T operational functions run smoothly and intervene where necessary during unforeseen issues or outages
Proactively and professionally handle all communication to internal and external stakeholders during live or planned outages, incidents or other relevant events
Monitor designated areas of the Prvidr platform utilising configured alarms, and in some cases manually
Respond to alarms and/or issues found during monitoring (or by other means) to ensure the health and integrity of Prvidr systems are maintained
Coordinate with the Infrastructure team on installing software updates, patches, and bug fixes to Prvidr servers
Ensure adherence to certain areas of compliance within Prvidr (e.g IPND obligations and ISMS policies) through monitoring, reporting, and carrying out specific tasks within the relevant systems
Participate in an on-call team roster, to facilitate 24x7 coverage in accordance with the Prvidr on-call policy
Motivate team members and drive a great culture
Maintain a high focus on ensuring the work, health and safety of your team members at all times
Key Requirements
Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical users
Ability to work under pressure and meet service level targets
Ability to work in a team environment and collaborate with colleagues
Proactive nature with a willingness to take ownership and drive change
Solid technical skills in Windows based end user computing
Office 365 and MS teams experience
Experience using JIRA and Confluence
AWS exposure is an advantage but not essential
ITIL Foundation certification is desired
What's in it for you?
Forming part of an incredible team of passionate people and a supportive culture.
An online personal and professional development platform that you will have access to with over 4000+ courses. You control your own learning and development with courses available at your fingertips. Ever wanted to learn Italian, understand finance better or learn how to code? These are just some of the courses available in our personal and professional development platform.
We have corporate partnerships with Anytime Fitness, Club Lime, Medibank and Flight Centre which means you can access discounts and services on things that matter to you.
We have available a free and confidential Employee Assistance Program that both you and your immediate family can access.
We have in place a pathway for career development for our Call Centre team for those who are interested in developing themselves professionally.
We love our people, that’s why we have quarterly employee events and an end of year Christmas Party.
Before applying:
Please note that you must be an Australian Citizen or Permanent Resident to be eligible for this role.
A National Police Check will be required for successful applicants
At Prvidr all employees are encouraged to be themselves and bring their whole selves to work daily. We encourage applications from Aboriginal and/or Torres Strait Islander people, people living with disability, culturally and linguistically diverse people and people of the LGBTI+ community, including transgender, gender diverse, and intersex people.
Prvidr is committed to maintaining a diverse workforce, so it welcomes the opportunity for applicants to share their lived experiences but recognises that some applicants may not wish to disclose, which we respect.
