Service Desk Analyst - GPC Asia Pacific - Full Time

Description

The role is a full time Service Desk Analyst position with the company's Asia Pacific business, which runs a network of over 400 stores, warehouses and support offices across Australia, New Zealand and South East Asia.

The company is one of the largest suppliers of industrial and automotive aftermarket parts and services in these markets, with over 8,000 team members in Asia Pacific.

You will work closely with IT management teams to keep IT services at levels 2 and 3 supported and running.

The package includes a competitive salary, free onsite parking at the Rowville location, initial full time onsite training, and room to grow your career.

Responsibilities

• You will provide first-level IT service desk support for the store, warehouse and office network, covering IT services and business applications during core hours of 6am to 7pm, seven days a week.
• You will report to the IT Service Desk Manager.
• You will handle incidents and requests that arrive by phone, email, voicemail and in person.
• You will watch the support queues and answer calls and tickets within the agreed SLA times.
• You will aim to resolve issues on the first call and pass on anything that needs more support.
• You will find, record and escalate high-priority and major incidents so critical business services return quickly.
• You will troubleshoot device, software and web application faults using ITIL practices.
• You will work with internal staff and third-party vendors to meet business needs and keep service satisfaction high.
• You will write and maintain knowledge base articles so service stays consistent.
• You will follow GPC Asia Pacific procedures and policies and keep your workspace safe and tidy.

Requirements

• Advantageous: support for Microsoft Windows 11 and macOS.
• Advantageous: support for Microsoft 365 applications.
• Advantageous: user administration with Active Directory, Entra ID and Microsoft 365.
• Advantageous: mobile device management and support with Microsoft Intune and Company Portal.
• Advantageous: delivering support within an ITIL-based service management framework.
• Advantageous: experience with Remote Desktop Services (RDS) environments.
• Advantageous: experience with retail systems, including Point of Sale (POS) hardware and software.
• Advantageous: experience with Warehouse Management Systems (WMS) and Financial Systems.
• Advantageous: experience in supply chain industries such as retail, wholesale, distribution and transport.
• Advantageous: exposure to Mainframe (ZOS) and PSeries (AIX) platforms.
• You are positive and customer focused, with a can-do attitude.
• You take ownership of your work and are accountable for good outcomes.
• You handle a fast-moving workload and adjust well when priorities change.
• You are a strong team player and can work on your own when needed.
• You build positive, productive relationships with customers, colleagues and vendors.
• You are professional, reliable and committed to service quality.
• You follow set processes and look for ways to improve them.
• You use initiative, problem-solving and sound judgement to get things done.
• You lead by example and help build a positive team culture.

Conditions

This is a full time role with an hybrid setup: 2 days working from home and 3 days in the office.

The role is based at the Rowville location, with free onsite parking.

The company does not discriminate on the basis of sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, veteran status or any other protected characteristic, and it makes hiring, training, promotion, assignment, transfer and termination decisions on ability, achievement, experience, conduct and other legitimate business reasons.

Benefits

• Staff discounts across the GPC Asia Pacific group of companies.
• Discounts on private health insurance.
• Access to an employee assistance program.
• A work environment with a strong focus on safety.
• A parental leave top-up allowance, plus support for working parents in several other ways.
• Paid volunteer leave so you can give time to a charity or community organisation of your choice.
• Career development and progression.