Service Desk Analyst

at  Seven West Media

Join the dynamic landscape of Seven Network, a prominent entity within Seven West Media. Seven is where you come to make a difference – in your career, in our company, and in the lives of millions of Australians. As a key player in the Australian media scene, we’re committed to creating and sustaining meaningful Australian engagement across diverse platforms. Seven is leading the way in creating the media company of the future.

WE ARE LOOKING FOR SOMEONE WHO HAS:

• Previous experience in an IT service desk/ call centre environment (preferred but not essential), or a technology graduate looking for a kick-start in the IT industry
• Availability to work between 6am – 10am, Monday – Friday (shift patterns)
• Understanding of/ familiarity with Microsoft technologies such as Windows, MS Office, Active Directory, Exchange, Office365 and SharePoint.
• Demonstrated understanding of ITIL processes (preferred)
• Strong customer service ethic and problem-solving ability
• Exceptional verbal and written communication skills (including an excellent telephone manner), a high level of initiative
• The ability to embrace change and proactively seek continuous improvement.

We have an incredible opportunity for a Service Desk Analyst to join our collaborative, friendly Seven IT Team, based in either our vibrant South Eveleigh Office in Sydney or our Canberra Office

Reporting to the Service Desk Team Leader you’ll be responsible for driving customer support including:

• Logging all incidents and requests, and collecting the required information through an effective customer conversation
• Assessing, triaging, researching, and resolving basic incidents and requests regarding the use of IT services
• Escalating incidents or requests beyond the scope of Level 1 Support to Level 2 and Level 3 Support teams in a timely manner
• Creating a positive customer support experience and building strong relationships through deep problem understanding, ensuring timely resolution, and promptly communicating progress
• Providing a single point of contact for the customer
• Following up with other service provider groups involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete
• Documenting resolutions and updating knowledge bases
• Growing general knowledge of current systems, increasing the ability to resolve requests on first call