Service Desk Analyst

at  Harvey Norman

Job no: 559546
Work type: Full Time
Location: Homebush West

Categories: Information Technology

• A friendly, supportive, and flexible work environment that fosters growth and development
• Competitive salary + opportunities for salary packaging & novated leasing
• Discounts on products, services, and events with partners
• Access to thousands of IT courses on the Udemy Learning Platform

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 within our Silverwater 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.

As an IT Service Desk Analyst, 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.

• Providing accurate technical support and advice to Harvey Norman staff across the organization
• Respond to phone and email requests for technical assistance
• Providing excellent customer service to Harvey Norman staff and ensure that all technical issues are resolved in a timely and professional manner
• Performing first contact investigation, analysis, diagnosis and resolution of software, hardware, and network issues
• Ensure timely resolution of all IT-related issues to minimize downtime and disruption to the business
• Capturing accurate and complete information to input into our ITSM tool - ServiceNow
• Deliver services to customers in a manner that generates high levels of customer satisfaction
• Contribute to the continuous improvement of the IT service desk function by identifying areas for improvement and recommending solutions