Job no: 567142
Work type: Full Time
Location: Homebush West

Categories: Information Technology

• Opportunities to make discounted purchases on a great range of products
• Based at Silverwater with street parking available
• Access to Udemy an online training platform with over 5,500 courses

As Australia’s largest retailer of lifestyle products, with nearly 300 stores worldwide, 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.

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.

Responsibilities include;

• 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.