Service Desk Analyst

Apply now Job no: 564748
Work type: Full Time
Location: Homebush West
Categories: Information Technology

• A friendly, supportive, and flexible work environment that fosters growth and development.
• Opportunities to make discounted purchases on a great range of products 
• Access to Udemy an online training platform with over 5,500 courses

As Australia’s largest retailer of lifestyle products, with nearly 200 stores across Australia, Harvey Norman has been a part of almost every Australian’s shopping experience. Whether getting the latest electronic gadgets, or furnishing your first home, Harvey Norman is the place where you can shop with confidence.

Based at the Silverwater corporate office, we are seeking a Full Time Service Desk Analyst to join our fast-paced Information Technology Team. Our IT Team’s core focus is to deliver innovative IT solutions that enables the business to achieve its strategic goals.

Your new role

Reporting to the Service Desk Manager and based onsite at the Silverwater corporate office, you will be working in a 24 x 7 ITIL environment providing first level technical support to users across the organization with the knowledge learned during your training. Your role will involve providing technical support via phone, email, and remote access tools to diagnose, troubleshoot, and resolve IT-related issues efficiently and effectively.

• Provide accurate technical support and advice to Harvey Norman staff across the organisation.
• Provide excellent customer service to Harvey Norman staff and ensure that all technical issues are resolved in a timely and professional manner.
• Perform first contact investigation, analysis, diagnosis and resolution of software, hardware, and network issues.
• Ensure timely resolution of all IT-related issues to minimise downtime and disruption to the business.
• Capture accurate and complete information to input into our ITSM tool – ServiceNow.
• Contribute to the continuous improvement of the IT Service Desk function by identifying areas for improvement and recommending solutions.

About you

• Experience working in a similar IT Service Desk Analyst or technical role preferred but not required.
• Tertiary education in the IT field.
• Knowledge of MS applications, web browsers and hardware peripherals.
• Attention to detail and commitment to providing high-quality customer service.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and ability to think on your feet to troubleshoot and diagnose technical issues.
• Time management and self-organisational skills.
• Ability to work well under pressure and manage multiple tasks and priorities simultaneously.

Please note that only people with the right to work in Australia should apply for this position.  

Recruitment Agencies – thank you for thinking of us, however we do endeavour to fill our opportunities through direct channels wherever possible. If we find that we do need agency assistance, we will be in touch.