Service Desk Analyst - GPC Asia Pacific - Full Time
HybridRowville, Victoria, Australia
Job Summary
Provide first-level Service Desk support for incidents and requests received via phone, email, voicemail, and walk-ups across 400+ locations in Australia, New Zealand, and Southeast Asia. Monitor support queues and respond to calls and tickets within agreed SLA timeframes, delivering first-call resolution where possible and escalating high-priority incidents to restore critical business services. Troubleshoot device, software, and web-application issues using ITIL practices while liaising with internal stakeholders and third-party vendors. Create and maintain knowledge-base articles to support consistent service delivery and follow GPC Asia Pacific procedures to maintain a safe, organized work environment.
Required Qualifications
- Provide first-level Service Desk support for incidents and requests received via phone, email, voicemail and walk-ups
- Monitor support queues and respond to calls and tickets within agreed SLA timeframes
- Deliver first-call resolution where possible and escalate issues requiring additional support
- Identify, document and escalate high-priority and major incidents to support rapid restoration of critical business services
- Troubleshoot device, software and web-application issues in line with ITIL practices
- Liaise with internal stakeholders and third-party vendors to meet business requirements and maintain high service satisfaction
- Create and maintain knowledge-base articles to support consistent service delivery
- Follow GPC Asia Pacific procedures and policies and maintain a safe, organised work environment
- Positive, customer focused mindset with a strong can do attitude
- Takes ownership and accountability for delivering great outcomes
- Thrives in a fast-paced environment and adapts well to changing priorities
- Strong team player who can also work independently when needed
- Builds positive and productive relationships with customers, colleagues, and vendors
- Professional, reliable, and committed to service excellence
- Process-driven with a continuous improvement mindset
- Uses initiative, problem-solving skills, and sound judgement to get things done
- Leads by example and contributes to a positive team culture
- Experience in the following technical areas would be advantageous: Microsoft Windows 11 and macOS support
- Experience in the following technical areas would be advantageous: Microsoft 365 application support
- Experience in the following technical areas would be advantageous: User administration using Active Directory, Entra ID, and Microsoft 365
- Experience in the following technical areas would be advantageous: Mobile device management and support using Microsoft Intune and Company Portal
- Experience in the following technical areas would be advantageous: Delivery of support within an ITIL-based service management framework
- Experience in the following technical areas would be advantageous: Remote Desktop Services (RDS) environments
- Experience in the following technical areas would be advantageous: Retail systems, including Point of Sale (POS) hardware and software
- Experience in the following technical areas would be advantageous: Warehouse Management Systems (WMS) and Financial Systems
- Experience in the following technical areas would be advantageous: Supply chain industries including retail, wholesale, distribution, and transport
- Experience in the following technical areas would be advantageous: Exposure to platforms including Mainframe (ZOS) and PSeries (AIX) environments
- 6am to 7pm, Monday to Sunday
Desired Qualifications
- Initial training (full time onsite)
- Hybrid Work Environment (2 days WFH, 3 days in Office)
- Reporting to the IT Service Desk Manger
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