Service Desk Specialist

13 Minutes ago • All levels
IT & Infrastructure

Job Description

The IT Service Desk provides first-level IT support for internal staff across Metro and satellite sites. The team manages the lifecycle of support calls, ensuring timely resolution in a time-constrained environment. Responsibilities include being the first point of contact for IT issues, monitoring and escalating calls, maintaining the Standard Operating Environment, and contributing to technical documentation. The role requires building positive relationships, collaborating with colleagues, and continuously improving IT knowledge to support staff effectively.
Good To Have:
  • Experience with Service Now ITSM tool & Active Directory User Management
Must Have:
  • Be the first point of contact for IT issues, responsible for receiving, recording, and resolving problems to keep staff productive and ensure service level agreements (SLAs) are met.
  • Monitor and escalate support calls, helping to maintain the Standard Operating Environment (SOE), and contributing to the development of technical documentation and procedures.
  • Build and maintain positive relationships with colleagues and other stakeholders, providing clear and consistent communication about the status of their issues.
  • Participate in a team environment, share knowledge, and support colleagues to collectively resolve problems.
  • Consistently demonstrate a positive and professional attitude, communicate clearly, and continuously improve understanding of the IT environment to effectively share knowledge with the team and customers.
Perks:
  • 18 weeks paid parental leave with no distinction between primary and secondary carers.
  • Access to 'Employee Exclusives' program - a way of getting closer to our incredible brands, offering unique experiences, behind-the-scenes access, and awesome perks.
  • Digital newspaper subscription to our mastheads.
  • Annual gift voucher for Stan subscription.
  • Flexible work options (flexible hours, hybrid work, or part-time arrangements)

Add these skills to join the top 1% applicants for this job

ms-office
communication
talent-acquisition
game-texts
microsoft-office

Company Description

Nine is Australia’s largest locally owned media company. Working at Nine, you’ll have access to a unique range of experiences and opportunities, helping drive the success of the country’s most trusted television, radio, digital and publishing brands.

Our content reaches almost every Australian - meaning what we do has real impact. We bring people together, celebrate the big moments, and capture the everyday ones.

Some of our most beloved brands have been part of Australian life for generations, and others - new on the scene - have already found their place firmly in our lives. We’re evolving and we need people like you to bring new ideas, innovate and make your mark.

Job Description

The IT Service Desk provides first-level IT support for Metro and satellite sites for internal staff. The Service Desk team is required to attend to IT support and service requests in a time constrained environment and are responsible for the management of the life cycle of support calls resolved by IT Support.

Day to day you will:

  • You'll be the first point of contact for IT issues, responsible for receiving, recording, and resolving problems to keep staff productive and ensure service level agreements (SLAs) are met.
  • A key part of the role involves monitoring and escalating support calls, helping to maintain the Standard Operating Environment (SOE), and contributing to the development of technical documentation and procedures.
  • You'll be expected to build and maintain positive relationships with colleagues and other stakeholders, providing clear and consistent communication about the status of their issues.
  • Success in this role requires a collaborative mindset. You'll need to participate in a team environment, share knowledge, and support your colleagues to collectively resolve problems.
  • You should consistently demonstrate a positive and professional attitude, communicate clearly, and continuously improve your understanding of the IT environment to effectively share knowledge with the team and customers.

Qualifications

What you’ll bring:

  • Outstanding in person and telephone communication skills
  • Exceptional customer service
  • Experience supporting Windows and Mac OSX environments
  • Support mobile devices iOS and Android
  • Knowledge of the Google Productivity suite & Microsoft Office 365
  • Experience with Service Now ITSM tool & Active Directory User Management (Desirable)

Additional Information

How we work

At Nine, our flexible work options vary by role and team. Depending on the position, this may include flexible hours, hybrid work, or part-time arrangements. We welcome discussing your flexibility needs during the hiring process - just ask the Talent Acquisition team.

Our employee benefits include:

  • 18 weeks paid parental leave with no distinction between primary and secondary carers.
  • Access to 'Employee Exclusives' program - a way of getting closer to our incredible brands, offering unique experiences, behind-the-scenes access, and awesome perks.
  • Digital newspaper subscription to our mastheads.
  • Annual gift voucher for Stan subscription.

More info at Nine Careers.

Our Commitment to Diversity and Inclusion:

We're committed to a safe, respectful and inclusive Nine. From day one, you'll be encouraged to bring your whole self to work and will be supported to perform at your best.

We encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, and of all ages, genders, nationalities, backgrounds and cultures as we recognise the importance and value of diverse perspectives. Should you require any adjustments to the recruitment process, please advise us when you apply.

Work rights: Please note to apply for this role you must already have the right to lawfully work and live in Australia.

Set alerts for more jobs like Service Desk Specialist
Set alerts for new jobs by Nine
Set alerts for new IT & Infrastructure jobs in Australia
Set alerts for new jobs in Australia
Set alerts for IT & Infrastructure (Remote) jobs
Contact Us
hello@outscal.com
Made in INDIA 💛💙