We currently have a permanent part-time opportunity for a Service Desk Analyst to join our Technology Engineering team where you will be the first level of support for any IT related matters across the NRMA Group. There is a strong focus on delivering exceptional service to our internal customers and ensuring tickets are resolved within the agreed service levels. The Service Desk Analyst is is to ensure all the required triaging is complete and captured before escalating any IT related matters to the relevant group.
In this role you will be required to work on a fortnightly rotating roster, working 4 hours per day over 3 days (Monday-Friday, no weekend work). You will be based from our Sydney Olympic Park and Sydney CBD offices and will be required to attend our Gosford office once a month.
Specifically, your key responsibilities include:
- Respond to all phone calls and tickets raised in the ITSM system within an acceptable time
- Record all call and emails in ITSM call logging software
- Ensure all tickets raised include all required information and escalating any tickets that cannot be resolved at first level to relevant support groups
- Update customer of current status of support issues while providing a high level of customer service
- Update Service Desk team leader before SLA expires in relation to logged support issues
- Provide setup and support to end users including laptop/desktop, mobile phone, tablets and adhoc queries
- Support the configuration of existing business applications on the Standard Operating Environment (“SOE”)
- Research and provide information on technology issues to the team and other support groups
- Monitor application performance and investigate failures and exceptions within the SOE procedures
- Provide regular status update of daily operations and other relevant events related to the service desk
- Create and update knowledge base, FAQ and procedures related to systems, services or applications.
About You
- Successful completion of an ITIL Foundation or equivalent certificate level qualification (preferred but not essential)
- 1-2 years’ experience in providing technical support to a broad range of users in the corporate environment
- Sound understanding of the IT infrastructure and systems operated by the Company
- Intermediate to advanced understanding and skills with Office 365 applications
- Comprehensive knowledge of Microsoft applications
- Experience in supporting Avaya phone system; Microsoft Azura; Microsoft 365 certification and Jira Service Management (preferred not essential)
- Good analytical skills combined with the ability to troubleshoot and resolve technical issues
- Developed written and verbal communication skills
- High degree of organisation and time management skills with the ability to prioritise
- Attention to detail.
Amazing benefits are yours!
- Initial training will be provided upon commencement to support you in this role
- ‘ME' day - one extra day of paid leave per year, called a ME Day, to use at any time during the calendar year.
- Flexible work options with an inclusive environment where everyone is respected and valued for who they are and their unique contribution
- Great employee benefits – including discount on all NRMA insurances, free roadside assistance and much more!
- Market leading 18 weeks paid primary and 4 weeks paid secondary parental leave entitlements
- Access to exclusive member marketplace benefits - including discounts on fuel, movie tickets, attractions & experiences, cafes & restaurants and many more
- Reward and recognition for great contributions to the team
Why the NRMA?
- We made the 2022 AFR Boss Best Places to Work List
- Work with WGEA cited Employer of Choice for Gender Equality
- Certified as a Family Inclusive Workplace
- Awarded 2022 Australian Workplace Equality Index (AWEI) Bronze Employer & 2022 AWEI Most Improved Employer
We thank you in advance for your application. Please note only candidates who have been shortlisted will be contacted. The successful candidate will be subject to a mandatory pre-employment screening process.
At the NRMA inclusion and diversity are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. It fuels our innovation, promotes flexible ways of working and connects us closer to our members and the communities we serve.
